Configures the CallMiner database from within the CallMiner User Interface including query building & tuning to evaluate and improve patterns of language for driving business insights automated scoring & topic identification analyzing recorded audio, chat and email to uncover trends and opportunities.  Deep understanding of metadata and Key Performance Indicators; diligently capturing combinations of keywords & phrases within the system for optimal configuration of Search Based Categories.  Manipulates data inside and outside of Eureka Analyze and find key findings.  Compiles observation reports & delivers executive briefings utilizing deep dive, root cause, SWOT, regression and other analysis methodologies.  Enhances value through producing quantifiable results and recommending organizational change initiatives.  Provide project status updates & rapidly escalate to management any barriers impacting forward progress to improvement initiatives.  Communicate effectively with internal stakeholders and external vendor.

Prioritizes business and project requirements. Defines project purpose and cost/benefit analysis for various initiatives and projects. Enacts project planning and management to balance project resource, timeline, and scope. Provides thorough communication internally within the department and externally to the rest of the business. Provides functional expertise to one or more business areas. Defines and documents process flows. Facilitates testing and quality assurance. Facilitates end user training. Helps establish framework for Quality reports for various functional areas. Owns and manages all Quality reporting. Oversees and owns document management initiatives.

Deep understanding of metrics and reporting. Superior organization, decision-making, and written and verbal communication skills. Exceptional attention to detail and problem solving skills. Expert skills with CallMiner, MS Office tools, including Work, Excel, and PowerPoint. Self starter and ability to work both independently and in team environments.

Excellent English language skills, both written and verbal.

Inquisitive and personable with a strong understanding of business strategy, data visualization, and process improvement.

Ability to organize and manage own work, projects, priorities, deadlines and follow up on assignments with minimal direction, while also successfully providing some supervision to more junior analysts.

Familiarity with basic syntax and Boolean search operators, as demonstrated by a continuous string of successful improvement projects.

Detail oriented and familiar with reiterative analysis and testing processes.

Ability to multi-task across multiple projects and priorities.

Aptitude for working with users of many skill levels and personalities in a highly technical environment.

Bachelor’sdegreeinBusiness,IT,Engineering, or equivalent

7+ years related experience.  Minimum 3 years working with CallMiner toolset (alternative speech/text quality analytics solution maybe acceptable) in a contact center environment.  Supervisory experience highly desirable.

General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required.