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Speech Analytics Analyst - Remote Optional

Company: Delta Defense
Location: West Bend
Posted on: August 7, 2022

Job Description:

Job Category: Contact Center Requisition Number: ANALY001330 Full Time
West Bend, WI, 53095, USA USA Description Are you ready for a career you can BELIEVE in?

  • Do you have a strong belief in the 2nd Amendment?
  • Do you support the natural-born right to armed self-defense?
  • Do you believe in the mission of the U.S. Concealed Carry Association (USCCA)? The USCCA helps responsible Americans avoid danger, save lives, and keep their families safe. Delta Defense, LLC is the private company that provides Marketing, Operations and Customer Service for the USCCA. Why YOU should Work at Delta Defense!
    • We are a fun, fast-paced, and rewarding place to work and grow!
    • Milwaukee Business Journal "Best Place to Work" award 6 years in a row!
    • Named on Inc. 5000 "Fastest Growing Private Companies" list 10 years in a row!
    • Milwaukee Journal Sentinel "Top Workplace" award 7 years in a row!
    • Top Workplaces USA award in 2022! Position Summary: This position will play a key role on the analytics team. Embrace the challenge of creating the company's speech analytics platform and being the subject matter expert for a growing organization. Be accountable for the analysis of customer conversations/interactions utilizing our advanced speech analytics solution CallMiner. Analyze customer contacts for critical insights, patterns, and trends. Communicate analysis and recommend solutions to the organization that drive enhance accuracy and effectiveness of customer service advisors, and improve the customer experience. If you're ready to carve your own path and create a robust platform with an amazing team, then this is your dream opportunity!! Responsibilities:
      • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
      • Make recommendations and define data strategies that solve critical business problems.
      • Utilize best practice speech analytics methodologies for quality delivery of analysis and reports/visualization in alignment with specified analytical objectives and/or ROI.
      • Package and deliver key findings and briefings. Develop ad-hoc and advanced analytical insights and reports to drive business value.
      • Champion the use of tools to solve business challenges and deliver solutions that are timely, accurate, and repeatable. Exercise sound judgment, risk management, and foster a customer centric culture throughout design, development, and deployment practices.
      • Collaborate & communicate effectively; develop and maintain effective relationships with internal stakeholders and business leadership.
      • Provide accurate support handoffs. Required Skills/Experience:
        • Bachelor's Degree in a data science or related field, or the equivalent combination of education, professional training, or work experience.
        • Experience with CallMiner, Salesforce, Microsoft Office, or other speech analytics software is required .
        • 3+ years of related experience in data monitoring. Background in contact center analytics preferred.
        • Flexibility and ability to adjust to changing priorities, new strategies and policy changes.
        • Handles moderately complex issues and problems without direct supervision.
        • Confident team player who is able to work well with others, mentor team members and provide constructive feedback.
        • Excellent verbal and written communication skills required for daily interaction with data consumers.
        • Ideal candidate thrives on change and possesses an inquisitive nature.
        • Proven time management skills in deadline-driven work.
        • Highly organized and detail-oriented with analytical focus.
        • Demonstrates the Core Values of Delta Defense, LLC. Benefits information can be reviewed at: If you are a Colorado resident, please email us at to receive complete benefits and compensation information. Please include the job title in the subject line of the email. * Please watch your email for next steps after submitting your application. You will be asked to take an online assessment in order to complete the application process. We look forward to receiving your application.* PM19#LI-Remote


Keywords: Delta Defense, Milwaukee , Speech Analytics Analyst - Remote Optional, Professions , West Bend, Wisconsin

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