Analytics Engineer

JOB TITLE: Principal Quality & Speech Analytics Analyst CallMiner

We are seeking an experienced Principal Quality & Speech Analytics Analyst with strong hands-on expertise in CallMiner or comparable speech analytics platforms. The role will focus on developing and optimizing post-call analytics, automated conversation searches, call-monitoring modules, quality controls, and risk-identification capabilities. The ideal candidate will have experience working with speech analytics, voice recordings, APIs, Tableau reporting, quality/audit processes, and root-cause analysis. Strong hands-on CallMiner experience is the primary requirement for this position.

• Develop and maintain CallMiner searches and queries for automated analysis and topic identification across recorded customer conversations.
• Design and enhance call-monitoring modules to identify quality, compliance, and business risks.
• Analyze recorded conversations using speech analytics and speech-recognition technologies.
• Partner with business teams to understand requirements and translate them into effective speech-analytics searches and monitoring logic.
• Research and review accounts, conversations, processes, and data selected for audit.
• Perform root-cause analysis for failing categories and identified risks.
• Maintain detailed categories and configurations to ensure system accuracy and data integrity.
• Generate reports and support workflow and quality audits.
• Support monthly audits and assist with tracking, organization, and audit responses.
• Work with analysts on enhancements and Tableau reports and dashboards.
• Partner with IT/Data Analytics teams to ensure accurate and timely reporting.
• Support coding, programming, and operation of voice-recording software and API integrations.
• Facilitate discussions with business and management teams regarding findings and process changes.
• Provide call-monitoring data to support training and process-improvement initiatives.
• Mentor junior analysts on speech analytics, software configuration, APIs, and reporting.
• Manage multiple analytics and quality initiatives within defined deadlines.

Good to Have SQL experience. Tableau reporting and dashboard experience. Experience with Compliance, Legal, Risk, or Quality organizations. Experience with API integrations involving voice-recording or speech-analytics platforms. Bachelor's degree in Computer Science, Information Systems, or a related discipline.

• CallMiner Strong Hands-On Experience
• Speech Analytics / Speech Recognition
• Post-Call Analytics
• Call Monitoring / Quality Analytics
• CallMiner Search Development
• Voice Recording Analytics
• Quality Control / Quality Assurance
• Risk Identification & Analysis
• Root Cause Analysis
• Tableau
• API / Software Integration
• Audit Support
• Microsoft Excel

For applications and inquiries,