Call Center Speech Analyst
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Job Description
Data Analyst Associate analyzing healthcare call-center interactions with Verint Speech Analytics at GDIT. Identifying trends, compliance risks, and operational improvements through executive reporting.
Responsibilities:
- Analyze customer interactions using Verint’s Speech Analytics technology to identify behavioral trends, operational inefficiencies, compliance risks, emerging issues, and improvement opportunities
- Maintain categories, keyword libraries, and search queries for accurate detection, classification, and measurement of customer interaction data
- Validate findings, identify root causes, quantify business impacts, and provide evidence-based recommendations
- Translate enterprise concerns, KPI inquiries, system inspections, and customer research into analytical approaches
- Develop analytical narratives, incident summaries, and business cases
- Use Excel functions, pivot tables, formulas, PowerPoint presentations, and reporting methodologies to transform large datasets into dashboards, visual aids, and executive-level reporting
- Partner with operational leads, quality teams, training departments, and business stakeholders to monitor call activity near real-time
- Identify emerging trends, critical customer issues, system irregularities, and escalation events requiring immediate attention
- Validate analytical outputs through peer reviews, data verification, and departmental best practices
- Present findings, observations, and recommendations to leadership and operational teams
- Work 8:00am–4:30pm EST
- Travel required less than 10%
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
- Familiarity with 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 applications
- Ability to quickly learn and effectively use new software tools
- Strong analytical, critical thinking, and problem-solving capabilities
- Skills in analytics, customer service, data analytics, and Medicare
- US Citizenship Required: No
- Clearance Level Must Currently Possess: None
- Clearance Level Must Be Able to Obtain: None
- Public Trust/Other Required: None
Benefits:
- Comprehensive medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan options
- 401(k) plan with company match
- Full flex work weeks where possible
- Vacation, sick, personal time, holiday, paid parental, military, bereavement, and jury duty leave
- 15 days of paid leave per calendar year for new employees, prorated based on hire date
- 10 paid holidays per year, prorated based on hire date
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
- AI-powered career tool identifying career steps and learning opportunities
- Internal mobility team supporting career goals
- Comprehensive wellness packages
- Award-winning culture of innovation
- Military-friendly workplace
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