[Hiring] Speech Analytics & Reporting Analyst @State Collection Service

Role Description

The GREAT STATE TEAM is seeking a Remote Speech Analytics & Reporting Analyst to join our fast-growing teams! As a Speech Analytics & Reporting Analyst, you would support the administration and daily operations of speech analytics platforms and provide analytical reporting related to call activity, speech trends, and performance metrics. This role is responsible for maintaining speech scorecards, generating client reporting, analyzing call data trends, and providing insights to support operational improvement and compliance monitoring.

The analyst also serves as backup support for dialer backend operations and assists in validating call data, reporting accuracy, and analytics outputs across communication platforms. The role requires strong analytical skills, attention to detail, and the ability to translate complex data into meaningful insights for internal leadership and client reporting.

Veterans and Military Spouses Encouraged to Apply

• Administer and support daily operations of speech analytics platforms including monitoring data capture, category accuracy, and trend identification.
• Develop, maintain, and update speech analytics scorecards used for performance monitoring and client reporting.
• Analyze call recordings and speech data to identify trends related to compliance, script adherence, sentiment, escalation indicators, and customer interactions.
• Prepare and deliver monthly client reporting packages that summarize speech analytics findings, performance metrics, and operational insights.
• Produce statistical reporting and analysis on call center performance metrics including call volume, right-party contact rates, conversation outcomes, and behavioral trends.
• Validate the accuracy and integrity of call data and analytics outputs used for internal and client-facing reports.
• Create and maintain reporting dashboards, scorecards, and performance summaries using speech analytics and dialer reporting tools.
• Identify patterns, emerging trends, and opportunities for operational improvement through analysis of call and speech data.
• Assist leadership by providing ad hoc reporting and data analysis related to call performance and speech trends.
• Serve as backup support for dialer backend administration including assisting with campaign setup, dialing configuration validation, and troubleshooting reporting discrepancies.
• Collaborate with operations, quality assurance, compliance, and technology teams to ensure speech analytics reporting aligns with operational objectives and regulatory requirements.
• Maintain documentation related to scorecard criteria, reporting methodologies, and analytic processes.
• Ensure all reporting and analytic processes adhere to FDCPA, TCPA, Reg F, FCRA, and other applicable regulations.
• Ensure adherence to SCS Handbook policies and PPMS procedures.

Qualifications

• Bachelor’s degree in Business, Data Analytics, Information Systems, or related field preferred.
• 2+ years of experience in call center analytics, reporting, or operational data analysis.
• Experience working with speech analytics platforms such as SuccessKPI, Abstrakt, NICE, Verint, or similar tools preferred.
• Familiarity with dialer technologies and call center performance metrics.
• Strong analytical and statistical reporting capabilities.
• Advanced proficiency in Microsoft Excel including pivot tables, formulas, and data analysis tools.
• Experience creating dashboards, scorecards, and performance reporting packages.
• Ability to interpret large datasets and communicate findings clearly to both technical and non-technical audiences.
• Knowledge of collections industry regulations including FDCPA, TCPA, Reg F, and related compliance requirements preferred.
• Strong attention to detail and commitment to data accuracy.
• Ability to manage multiple reporting deadlines and prioritize tasks effectively.
• Strong written and verbal communication skills.
• Ability to work independently while collaborating effectively with cross-functional teams.

Benefits

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts.
• Paid time off.
• 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day.
• Family Friendly Events.
• Wellness Programs/Gym Reimbursement.
• All necessary equipment and technical support provided.
• * Benefits eligibility is dependent upon FTE Status and Position.
• * All offers of employment are contingent upon successful completion of all post offer processing.