Speech Analyst

| Greater LA Area

Centerfield develops intelligent Big Data driven marketing and sales technology utilizing real time biddable media (RTB), automated call routing and customized scripting. Our proprietary platform, Dugout, combined with our 1500 person sales and retention center delivers new customers at scale to many of the leading brands worldwide.

Job Description

The Speech Analyst will be responsible for the performance of the overall Quality speech analytics category design and leveraging CallMiner to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations. This individual will work cross-functionally with various groups internally and externally.
Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses for the execution of scorecards. The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations for the betterment of the company. The position requires an understanding of speech analytics, file structures, IT tools, and statistics in order to assess opportunities effectively.

Responsibilities

  • Ability to understand the organization's business objectives and goals, analyze recorded audio and audio-based data sets for critical insights
  • Works with IT to address problems with automated processes that support the speech analytic platform
  • Provides ongoing speech category design
  • Serves as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform
  • Ability to determine opportunities through analysis of current or future trends
  • Weekly/monthly reporting to management and business units
  • Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
  • Clearly articulates thoughts and ideas in oral and written presentations
  • Contributes creative ideas to conduct thorough analysis to estimate risk/reward
  • Assists other users with data analysis as needed
  • Serves as a point of contact for external companies whose files must adhere to a required formatting convention
  • Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance

Qualifications/Skills

  • Minimum 2 years prior work experience performing business, data and/or statistical analysis. Collections or financial industry experience a plus
  • 2+ years’ experience with CallMiner, Nexidia, NICE, Verint or other speech analytics package required
  • Highly disciplined self-starter with solid collaboration & communication skills
  • Advanced skills in Microsoft applications such as Excel (charts, formulas, macros), PowerPoint, and Visio
  • Some experience with Lean or Six Sigma a plus
  • Dealing with comprehensive reporting requirements a plus
  • Microsoft Project knowledge, or experience with comparable project tracking software is a plus
  • Orientation for detail, coupled with organizational and Project Management skills.

Why Centerfield?

  • Competitive salary, and profit-sharing bonus
  • 401K match – Fully Vested Day 1
  • Take a break when you need it – unlimited PTO
  • Award winning culture & unprecedented team spirit
  • Fully stocked break rooms with drinks, snacks
  • Paid volunteer days
  • Monthly team games/competitions/catered lunches
  • Team outings (Ball games, BBQ’s, Parties, etc.)
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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQuery UILibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • TalendFrameworks
    • JenkinsFrameworks
    • Apache StormFrameworks
    • Rabbit MQFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • AWSDatabases
    • RedshiftDatabases
    • Apache DruidDatabases
    • Google AnalyticsAnalytics

Location

Silicon Beach!

An Insider's view of Centerfield

How does your team reward individual success?

We have a bonus program that's based on individual performance and the best part about it is that it's paid quarterly so you're constantly getting a bonus check. We also have a quarterly all-star award which is rewarded to someone once a quarter who went above and beyond - and not only do they get a plaque but they get a cool prize too.

Alex

Controller

How do you collaborate with other teams in the company?

The media buying team collaborates with other teams on a daily basis in order to ensure that our campaigns run smoothly. We use multiple different channels to collaborate, especially Slack. We have slack channels for each department which allows us to easily communicate with other teams when we need their help.

Esther

Search Engine Marketing Media Buyer

How does the company support your career growth?

We have a strong focus on people development and making sure our employees feel supported throughout their career. We promote from within and take risks on our talent by giving them broad scopes of responsibility. We've also rolled out a 3 month management training program that focuses completely on them and their unique leadership style.

Gena

Director of HR

How do you make yourself accessible to the rest of the team?

We have an open door policy and extremely flat culture organization, where the executive team is highly focused on execution and daily measurable results. The team leads by “getting their hands dirty” every day and works collaboratively with team members from each department.

Jason

Co-Founder

What’s the vibe like in the office?

The vibe in our office is friendly, laid back and casual, but don’t let that fool you-everyone is always hard at work! You can tell people care about their individual performance as well as their contribution to the company’s mission. While consistently busy, we still make time to socialize and catch up with each other and have fun!

Tiffany

Culture Manager

What are Centerfield Perks + Benefits

Centerfield Benefits Overview

Sometimes the lines between work / life balance blur and at Centerfield, we embrace that. We know employees have many options when choosing a place of employment today and we aim to provide the most robust benefits package with an award winning culture.

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies

Additional Perks + Benefits

Qaurterly Bonuses, Frequent Social & Community Service Events and a Casual Work Environment.

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