Speech Analytics Coordinator

Version 1

    Speech Analytics Coordinator

    Location:Vancouver, WA
    Division:CARE (Customer Support)
    Requisition Number:2028
    Number of Openings:1

    Description

    At Nautilus, fitness isn’t just a job, it’s our passion.  We strive to improve the health and wellbeing of everyone who works with us because we see the benefits of a happier, more productive, engaged and creative workforce.  Our culture is one that promotes work life balance; offers continuing education on topics ranging from improving workplace skills to better financial security; and promotes the importance of getting involved and giving back to the community.

    We're a leading marketer and developer of health and fitness products with some of the most recognized brands in the industry, including Nautilus®, Bowflex®, Octane Fitness®, Schwinn® Fitness and Universal®.   We are currently recruiting for a Speech Analytics Coordinator to join our Contact Center Operations team at our headquarters in Vancouver, WA.

    SUMMARY

    Nautilus is seeking a Speech Analytics Coordinator to assist with creation/maintenance of CallMiner search and category queries.  This position will report to the Supervisor of Contact Center Support.   On this team, the Speech Analytics Coordinator  will identify opportunities to improve our quality of service, mitigate risk for compliance violations, work collaboratively  with a team and cross-functional teams, understand the business objectives and goals, analyze audio-based data sets for critical insights, identify patterns and trends, as well as communicating analysis and proposing solutions.

     

    The ideal candidate must be a highly-disciplined, meticulous, self-starter with solid collaboration and communication skills, and possess strong analytical and root-cause analysis skills.

    Day-to-day responsibilities include: Collaboratively working with a team to develop search/category queries, analyze recorded audio and audio-based data for critical insight, trends, and patterns, conduct root-cause analysis, and deliver findings with recommendations for ongoing optimization to the quality monitoring program.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Creation and/or maintenance of search and category queries ensuring optimal results.
    • Listen to audio, identify relevant phrases and words that can be included in search and category queries.
    • Conduct root-cause analysis of interaction data, identify trends/patterns and recommend solution(s) for process improvements, effectiveness, efficiency, or to enhance the customer’s experience.
    • Observe and monitor implemented solutions to ensure agents adhere to call quality change or newly developed processes.
    • Use interaction data to deliver actionable insights that drive quantifiable improvements to customer experience, a deeper insight of KPI performance, trends, and improved performance in acquiring, retaining and servicing customers.
    • Collaboratively participate in weekly call quality calibration sessions with department contact center managers & supervisors.
    • Maintain a professional demeanor and excellent communication in all interactions with team, business partners, and cross-functional teams.
    • Develop and maintain positive, professional, and collaborative relationships with management and peers.
    • Other duties and tasks may be assigned as necessary.

     

    QUALIFICATIONS & EXPERIENCE

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • AA degree preferred, high school diploma or general education degree (GED) required.
    • Experience with CallMiner and/or speech analytics software.
    • 2 to 5 years of experience in a contact center or quality monitoring, sales and/or service.
    • Flexible and able to adjust to changing priorities or requirements in a fast-paced environment is a must; ability to change approach and/or methods to best fit the situation/audience.
    • Proficient with Microsoft Office applications (specifically Power Point and Excel; pivot tables, V-lookups, formulas, and importing of data) is required.
    • Work in open workspace office environment.
    • An enthusiastic, self-starter  and team player who can articulate assumptions, methods, analysis results to peers, and management.
    • Ability to establish and maintain strong relationships across the organization.
    • Exhibit objectivity and openness to others' views; contribute to building a positive team spirit; support everyone's efforts to succeed.
    • Ability to prioritize multiple tasks and meet all deadlines independently.
    • Excellent interpersonal, problem solving and organizational skills.
    • Ability to motivate and drive changes in quality performance across the contact centers.
    • Experience with telemarketing compliance regulations highly preferred.

     

    We offer a competitive benefits package including medical, dental, 401(k) match, ESPP, life & accident insurance, disability insurance, paid vacation and holidays, wellness program, tuition reimbursement, product discounts and free use of our employee fitness center for yourself and spouse.

    Nautilus is an Equal Opportunity Employer and is committed to diversity in its workforce. In demonstration of our commitment to a healthier lifestyle, we are proud to be a smoke-free campus.

     

    Click here to apply!