Call Center Speech Analyst - REMOTE!

General Dynamics
United States
Workplace: RemoteFull timeUSD 50,190 - 66,700 annuallyFunction: Data Analytics & Business IntelligenceExperience: 1+ yearsEducation: bachelorsSkills: ["Analytical thinking","Critical thinking","Problem-solving","Attention to detail","Ability to quickly learn new tools"]

Analyze customer interactions using Verint’s Speech Analytics to uncover behavioral trends, compliance risks, operational inefficiencies, and improvement opportunities. Build and maintain keyword libraries and reporting structures to ensure accurate classification and measurement, then translate enterprise/KPI needs into analytical narratives, incident summaries, and executive dashboards. Collaborate with operations, quality, training, and stakeholders to monitor call activity and validate outputs through peer review.

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FursaFursa
General Dynamics
General Dynamics
2 days ago

Call Center Speech Analyst - REMOTE!

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Analyze customer interactions using Verint’s Speech Analytics to uncover behavioral trends, compliance risks, operational inefficiencies, and improvement opportunities. Build and maintain keyword libraries and reporting structures to ensure accurate classification and measurement, then translate enterprise/KPI needs into analytical narratives, incident summaries, and executive dashboards. Collaborate with operations, quality, training, and stakeholders to monitor call activity and validate outputs through peer review.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Entry level

Key Responsibilities

  • •Analyze customer interactions (8:00am–4:30pm EST) using Verint Speech Analytics to identify behavioral trends, inefficiencies, compliance risks, and improvement opportunities.
  • •Maintain categories, keyword libraries, and search queries to ensure accurate detection, classification, and measurement of interaction data.
  • •Use advanced analytical techniques to build dashboards, visual aids, and executive-level reporting using large datasets.
  • •Partner with operational leads, quality teams, training departments, and stakeholders to monitor call activity near real-time and escalate emerging issues.
  • •Validate analytical outputs through peer reviews, data verification, and best practices to ensure accuracy and consistency when presenting findings.
Travel: Low travel

Pay and Benefits

Salary: USD 50,190 - 66,700 annually
Perks:Health InsuranceDentalVision401kPaid LeavePaid Parental

Key Requirements

  • •Bachelor’s degree in business, Technology, Data Science, or an equivalent combination of education and relevant expertise.
  • •Minimum 1-year experience in business analytics, speech analytics, or data reporting.
  • •Minimum 1-year experience in the healthcare industry with familiarity of Medicare-related data collection and recovery activities.
  • •Prior experience working in a call center or customer service environment.
  • •Proficiency in Microsoft Office suite or Google Workspace; ability to learn and use new software tools and demonstrate strong analytical thinking, critical thinking, and problem-solving.
Experience:1+ yearsHealthcareSpeech analyticsCall center
Education:Bachelor's in business, Technology, Data Science
Skills:Analytical thinkingCritical thinkingProblem-solvingAttention to detailAbility to quickly learn new tools
Tech Stack:VerintSpeech AnalyticsMicrosoft OfficeGoogle WorkspaceExcelPowerPointDashboards

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn