HPOne Seeking a Speech Analyst Manager

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HPOne is seeking a Speech Analytics Manager with CallMiner experience


Speech Analyst Manager

The Manager of the Speech Analytics team will be accountable for leading the speech analytics team as well as the analysis of customer conversations/interactions utilizing Call Miner - an advanced speech analytics solution. The SA Manager will be the primary owner of the speech analytics tool. Key responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns, and trends as well as communicating analysis and proposing solutions to the organization.



Primary Responsibilities

  • Perform searches and create reports in Call Miner, a speech analytics software
  • Produce and analyzes reports for trends, patterns, and root causes of issues
  • Make recommendations and define data strategies that solve business problems
  • Collaborate & communicate effectively with manager and stakeholders


Job Specifications

  • Knowledge of call center operating procedures
  • Attention to detail
  • Strong interpersonal and communication skills
  • Excellent verbal and written communication
  • Ability to manage multiple projects at a time
  • Quick learner and ability to adapt to change
  • Ability to work with other departments to ensure company initiatives are met
  • Ability to draw correlations, identify root causes, and summarize results for stakeholders
  • Demonstrated critical thinking and problem-solving skills


Education and Experience

  • 3-5 years of contact center Quality Assurance experience
  • College degree preferred
  • Business Analysis background desired
  • Familiar with database query strings
  • Experience in preparing written project status reports
  • Experience in speech analytics/speech recognition a plus
  • Proficiency in Microsoft Office, including Excel (v lookups and pivot tables), Word, PowerPoint


Position will be in Tampa or Phoenix

Recruiter: Gwen Jonas, gjonas@hpone.com, 813-586-2998

Hiring Manager: Scott Goodrich, sgoodrich@hpone.com; 602-313-1028