Speech Analytics Specialist – Garden City, NY – BPA Quality

Speech Analytics Specialist – Garden City, NY – BPA Quality

Posted On: 10-19-2017
Position Title: Speech Analytics Specialist
Job Location: Garden City, NY
Contact:  employment@BPAQuality.com

Job Title Speech Analytics Specialist
Department Speech Analytics
Location NY Research Center, or can work remotely
Role reports to Manager, Speech Analytics


Job Purpose

The Speech Analytics Specialist provides support to the Speech Analytics team by offering insights through speech analytics. In this role you will be responsible for making recommendations for process improvements based on the analysis and findings through the speech analytics tool. You also will be responsible for the creation and maintenance of queries.


Key Responsibilities

·         Develop, maintain and generate various types of reporting.

·         Investigate opportunities for improvement through Speech Analytics.

·         Run ad hoc searches and reports through Speech Analytics tool.

·         Conduct account research and call listening to support Speech Analytics projects.

·         Ensure all project analysis is completed in a timely manner and in accordance with the project requirements.

·         Provide call metadata from Speech Analytics tool for deep dive analysis.

·         Observe and report any Speech Analytics tool or call recording system metadata discrepancies as well as any other system specific issues.

·         Comply with all BPA Quality and client policies and procedures.

·         Maintain the highest standards of client information confidentiality.

·         Query building and maintenance – to ensure queries maintain a 90% and above confidence rating.


Skills & Experience

  • Must have Nexidia query building certification and experience
  • Requires advanced proficiency in Microsoft Office (Word, Excel, Power Point etc.)
  • Requires advanced proficiency in Nexidia 11
  • Must be able to work a flexible schedule when necessary per project needs
  • Able to operate in a challenging organizational environment with a requirement to balance differing priorities and demands
  • Must be an effective written and oral communicator
  • Knowledge of the telecommunications industry is a plus
  • Knowledge and experience with other speech analytics tools is a plus


Interested and qualified candidates should email a resume to employment@BPAQuality.com.