Speech Analyst

Speech Analyst RDI Corporation - 3.4 Blue Ash, OH Job Details Full-time 1 day ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Qualifications Word embeddings Tableau SQL Bachelor's degree Attention to detail Productivity software Database software proficiency Full Job Description RDI is seeking a highly motivated Speech Analyst to join our rapidly growing speech team. The use of speech analytics helps the organization understand what customers think of our clients' products and services, including measuring and improving customer satisfaction levels, measuring empathy during customer calls, identifying processes and policies that create customer friction, identifying and verifying trends that pertain to a specific product offering, and improving efficiency and effectiveness of supporting performance management programs for employees. As a Speech Analyst, you will work closely with our Director of Speech Analytics to analyze customer and agent interactions using our advanced speech analytics solution. You will work closely with the Director to ensure the accuracy of speech analytics indicators and scores, and eventually, you will be trained to build indicators yourself. In addition to supporting the Director in indicator and score creation, you will also support our market research team as needed with duties such as aggregating and analyzing survey data. The ideal candidate will have a bachelor's degree and some experience in business analytics and/or data management. Experience with speech analytics/speech recognition is a plus, as is experience in market research or customer insights. You must have excellent communication skills, both written and verbal, and be proficient in Microsoft Word, Excel, and database programs.

Responsibilities:

• Work with the Director of Speech Analytics to check the accuracy of speech analytics indicators and scores, and ensure they are triggering correctly throughout calls.
• Support the needs of the speech team by creating new speech analytics indicators and scores.
• Collaborate with the speech team to analyze customer and agent interactions utilizing an advanced speech analytics solution.
• Assist in data gathering and organization to further current reporting and analytics.
• Proactively identify opportunities for operations optimization and client recommendations based on performance indicators.
• Collaborate & communicate effectively with internal Program Manager and Client Services representatives, as well as other key stakeholders.
• Construct formal documents in PowerPoint and Excel to articulate the approach as well as all stages of assessments and evaluations.
• Perform Ad-hoc data analysis to facilitate business decision-making analytics
• Assist in data gathering and organization to further current reporting and analytics.
• Work with our market research team to aggregate and analyze survey data when needed and complete other related duties as assigned.

Qualifications:

• Bachelor's degree in a related field such as Business Analytics, Data Science, Market Research, Linguistics, or other STEM field preferred.
• At least 1-2 years of relevant work experience, preferably in speech analytics or a related field a plus.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Ability to work independently and as part of a team.
• Strong attention to detail and ability to multitask.
• Flexibility to adapt to changes in work volume and priorities.
• Experience with speech analytics software, database software, and data visualization software such as Microsoft SQL Server and Tableau a plus.
• Experience working with APIs a plus.
• Bilingual in English and either German or Spanish a plus.

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Paid time off Vision insurance Application Question(s): This is a hybrid role located in Cincinnati, OH which requires some on-site work. Are you located locally to Cincinnati, OH for when we need you to work on-site?

Location:

Blue Ash, OH 45242 (Required)

Work Location:

Hybrid remote in Blue Ash, OH 45242