Our Client in need of Principal Quality and Speech Analytics Analyst .
Responsibilities:
- Develop and maintain analytics, monitoring, and reporting solutions to identify trends, risks, and process improvement opportunities
- Analyze recorded interactions and operational data to evaluate quality, compliance, and performance
- Partner with business stakeholders to support audits, reviews, and quality assurance initiatives
- Research, investigate, and perform root cause analysis for identified issues and trends
- Generate reports, dashboards, and actionable insights for operational and leadership teams
- Support audit activities, documentation management, and response tracking
- Collaborate with technical teams to enhance reporting capabilities and analytics solutions
- Maintain data accuracy, system integrity, and operational documentation
- Communicate findings, recommendations, and process updates to stakeholders
- Provide guidance, training, and support to team members as needed
Requirements
- Bachelor’s degree in a related field or equivalent experience
- 5+ years of experience in quality assurance, speech analytics, call monitoring, business analytics, or a related discipline
- Experience with speech analytics, interaction analytics, or call monitoring platforms
- Strong analytical, problem-solving, and data interpretation skills
- Experience with reporting and dashboard tools
- Working knowledge of SQL or other data query languages
- Experience with Microsoft Excel and other Microsoft Office applications
- Ability to manage multiple priorities in a fast-paced environment
- Strong verbal and written communication skills
- Experience collaborating with cross-functional business and technical teams
- Strong organizational, project management, and time management skills
- Ability to work independently while maintaining attention to detail and data confidentiality
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