[Remote] Call Center Speech Analyst - REMOTE!

Note: The job is a remote job and is open to candidates in USA. General Dynamics Information Technology is a global technology and professional services company delivering consulting and mission services to U.S. government agencies. They are seeking a Data Analyst Associate to transform customer interactions into actionable insights that enhance service quality and operational efficiency.

Responsibilities

• Work 8:00am - 4:30pm EST, analyzing 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 to ensure accurate detection, classification, and measurement of all customer interaction data to 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 to develop comprehensive analytical narratives, incident summaries, and business cases, while maintaining a high degree of accuracy, consistency, and attention to detail
• Utilize advanced analytical techniques, excel functions, pivot tables, formulas, power-point presentations, and reporting methodologies to transform large datasets into meaningful 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 to 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 to ensure reporting accuracy, consistency, and adherence to established standards when presenting findings, observations, and recommendations to leadership and operational teams

Skills

• 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 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 is mandatory to independently manipulate data, translate business requirements, present findings, and develop analytical solutions
• Proven ability to quickly learn and effectively use new software tools, strong analytical, critical thinking, and problem-solving capabilities

Benefits

• Comprehensive benefits and wellness packages
• 401K with company match
• Competitive pay and paid time off
• Medical plan options, some with Health Savings Accounts
• Dental plan options
• A vision plan
• A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
• Full flex work weeks where possible
• A variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
• 15 days of paid leave per calendar year to be used for vacations, personal business, and illness
• An additional 10 paid holidays per year
• Paid leave and paid holidays are prorated based on the employee’s date of hire
• The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees
• Short and long-term disability benefits
• Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company Overview

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