Sr Analyst, Operations – Customer Experience/Speech & Text Analytics Specialist Position Available In Montgomery, Alabama

Remote Position

• USA About US CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries.

The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. Visit www.cdkglobal.com At CDK Global , we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities.

Our values:

Stay Curious , Own It, Be Open , Create Possibilities Position Summary The Senior Analyst, Operations plays a crucial role in supporting Care Operations by driving data-driven decision-making through reporting, dashboard creation, and in-depth analysis. This role requires a blend of technical expertise, critical thinking, and problem-solving to transform complex data into clear, actionable insights. The ideal candidate has a keen analytical mindset, quickly identifies root causes, and effectively communicates findings across functions. In addition to optimizing data processes and improving reporting efficiency, this position contributes to operational improvements that enhance customer care outcomes. This position offers a great opportunity to influence strategic decision-making and drive operational excellence by harnessing the power of data. If you thrive in a dynamic environment and excel at transforming data into meaningful stories, we invite you to apply. Responsibilities Proactively communicates with CDK business partners, peers, and leadership to remain updated and aware of business changes and updates that impact databases Provide feedback to key stakeholders regarding issues, additional training needs, and the overall success of the implementation process Investigate and resolve escalated customer data mismatch including but not limited to those resulting from contract input mistakes and buy/sell transactions Consults with CDK business partners to determine escalated data needs, provide quality assurance, and improve data flow between CDK databases Support the implementation of new business processes and/or systems by hosting meetings (in person or webinars) and communicating/providing guidance to end-users Collaborate with enablement resources to provide training and support for end-users, ensuring effective utilization of integrated systems Supervise and assist in resolution the mapping of data between systems, ensuring accurate and efficient data flow Uses judgement to know how and when to react to Out of Adherence (OOA) events Recognizes patterns and formulate plans to predict adjustments proactively. Recommends adherence targets based on observed patterns and results Partner with organization subject matter experts to collaborate throughout the initiative process Tasks include but not limited to the following: Quality Monitoring

• Support quality initiatives and processes within Verint. Support quality assurance programs by tracking agent performance. Data Collection & Analysis
• Sort through unstructured data use that data to predict trends, develop reporting and dashboards and serve as a subject matter in Quality initiatives. Clean, structure, and analyze interaction data (calls, chats, emails). Perform speech and text analytics to identify sentiment, topics, trends, and compliance issues. Performance Analytics
• Generate dashboards and reports on agent KPIs, productivity, adherence, and service levels. Identify areas for improvement and provide actionable insights to leadership. Training & Support
• Act as a point of contact for troubleshooting Verint Quality Management related issues. Speech Analytics
• Focus on deriving insights from customer interactions. Speech Data Analysis
• Analyze recorded customer calls using Verint Speech Analytics. Identify trends, root causes, and opportunities related to customer satisfaction, complaints, and agent behavior. Build and maintain categories, rules, and phrases to filter and classify calls accurately. Extract and present customer sentiment and behavioral insights. Reports
• Create dashboards and reports (in Excel or Power BI,) on Customer sentiment trends, Agent performance and Call drivers/root causes Insight Reporting
• Create actionable reports and present findings to stakeholders. Recommend process or policy changes based on analytics outcomes. Cross-Functional Collaboration
• Partner with operations, IT, quality, training, and customer experience teams to ensure seamless deployment and use of Verint tools. Support business improvement initiatives through analytics and data-driven recommendations Compliance Monitoring
• Ensure calls meet regulatory and internal compliance standards by flagging high-risk phrases or behavior. Required Skills Strong analytical skills with the ability to interpret data and create actionable insights. Experience with Verint and/or Similar Tools
• Quality Management, Speech Analytics and Performance Management are required Proficiency in SQL and data visualization tools such as Tableau or Power BI.

Exceptional attention to detail when working with large datasets to ensure data quality. Ability to present complex data findings to non-technical stakeholders clearly and effectively. Strong organizational skills with the ability to manage multiple projects in a fast-paced environment. Proven ability to build and maintain relationships across all organizational levels. Self-starter who can work independently in a matrixed environment. Demonstrated ability to deliver measurable business results under time pressure. Personal accountability, passion, and a commitment to execution. Preferred Skills Experience with customer care data analytics and workforce planning. Familiarity with tools such as Qualtrics, Salesforce, Five9, Verint, Automated Distribution Software, MS Office (PowerPoint, Project, Access), Jira, and cloud-based technologies. Ability to think long-term, align team efforts with organizational goals, and anticipate future challenges and opportunities. Preferred Skills Bachelor’s degree in Data Science, Business Analytics, Business Administration, or a related field

Salary Range:

$85,000

• $90,000 CDK Global is committed to fair and equitable compensation practices.

Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.

We offer Medical, dental, and vision benefits in addition to: Paid Time Off (PTO) 401K Matching Program Tuition Reimbursement At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact. CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law. Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.