Support the cross-functional quality program and AI speech analytics tool by collecting and analyzing voice and written data. Ensure regulatory compliance, enhance operational processes, increase sales and optimize customer satisfaction. Provide essential support to the Program Manager and contribute to the overall goals of the speech analytics program. Identify improvement opportunities through data analysis within the Nexidia AI speech platform, turning large data sets into actionable insights. Ensure system efficiency, troubleshoot technical issues, and assist in voice data analysis. Works with minimal supervision and independently makes a broad range of decisions, escalating to Manager or Director when appropriate. Additionally, this position maintains positive business relationships with all levels of the organization.

What you will do:

• Maximize Nexidia AI speech analytics technology to deliver actionable insights that drive improvements in customer experience, sales and KPI performance. Gather requests for potential use cases and reporting needs.
• Respond to business inquiries regarding customer data. Conduct research and analysis to provide clear and credible responses.
• Document daily call ingestion counts and perform reconciliation steps to validate the total number of recordings batched to vendor equals total amount ingested. Ensure technical issues are documented, communicated and resolved.
• Design and develop new query sets, evaluation templates, target media sets and workflows.
• Design, develop and maintain specialized reports and dashboards to display quality data and results to mid-level and executive leadership.
• Assist business partners in understanding how the customer journey can lead to optimal experiences, increased sales, and higher satisfaction scores.
• Supports requirements gathering and decision-making sessions, and utilizes methodologies as appropriate
• Collaborate with various teams, providing data expertise, offering new perspectives, and challenging conventional views to align decision-making with changing business needs.
• Support the implementation of new or adapted processes to ensure smooth transitions.
• Participate in the build and delivery of additional features to drive improvement and process automation.
• Performs other duties as assigned.
• Complies with all policies and standards.

• Associate's Degree Preferred Fields: include Business Administration, Information Systems, or a related field (Preferred) and
• 4-6 years Proven experience, particularly in contact center operations, data science or data analysis. (Required)
• 1-3 years Experience, particularly in contact center operations, data science or data analysis, identifying and resolving problems where independent decision making and initiative were demonstrated. (Required)
• Familiar with Nexidia or similar AI speech analytics tools and concepts (Required)
• Demonstrated experience working independently; experience must include identifying and resolving problems where independent decisions making and initiatives were demonstrated. (Required)
• Software Proficiency: Strong proficiency in Microsoft Office products, particularly Excel for data analysis and PowerPoint for presentations.
• Technical Troubleshooting: Proven ability to diagnose and resolve technical issues related to speech analytics tools and other related technologies.
• Proven advanced knowledge of Contact Center and Insurance Operations specific technology, including telephony platform/functions, Policy Administration systems and Sales platforms (similar to Lipgloss, Mainframe, and Caesar Sales Portal), and speech analytics systems.
• Proven understanding of the insurance industry, including strategy, processes, and capabilities, enabling technologies, and governance.
• Ability to quickly learn new systems and processes through online courses, hands-on training, or job shadowing.
• Strong negotiating, consensus building and conflict resolution skills.
• Commitment to achieving excellence in customer satisfaction, process and product quality, and reliability, understanding metrics used to track customer experience and feedback. (VOC, CSAT, CES).
• Ability to work with ambiguity and navigate through uncertainty with confidence and agility, work effectively in a rapidly changing environment.
• Strong project management skills.
• Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data.
• Proven flexibility to transition between projects quickly, maintain positive, energetic attitude and possess the ability to work within a team environment.
• Effective presentation skills with the ability to communicate and present information to all organizational levels, including senior management and external stakeholders.
• Certifications in speech analytics tools (e.g., Nexidia Certification) (Preferred)
• Data analysis certifications (e.g., Microsoft Certified: Data Analyst Associate) (Preferred)

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Associate must be able to operate a motor vehicle for short and/or long distances
• Associate must be able to travel via airplane
• Associate must be able to travel via car
• Occasional after-hours work needed
• Routine and/or extended after hours work needed

Travel Requirements:

• 5% travel 1-2 times a year