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Voice Analyst

BCA Financial Services Inc. is looking for a full-time Voice Analyst.  The Voice Analyst works with various call and speech analytics tools to evaluate employee performance, supplying recommendations for language-based evaluative measures. The employee will utilize data to identify trends and evaluate employee performance opportunities.

Essential Functions  

Analyze metrics, trends, patterns and resource allocation to meet organizational needs.  

Measure themes weekly to identify trends and negotiating prioritization of recommendations to appropriate teams to address issues or opportunities identified in research.

Leverage tracking and measurement to drive business goals.

Present insights to appropriate teams, drive implementation dates and track performance improvement post implementation.

Maintain in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices.

Leverage partnerships with other team members to provide holistic view of customer experience and plan of action to address issues and opportunities identified through research. 

Develop and analyze scheduled and ad hoc reports.  

Research and analyze areas of interest to the company which will allow the company to gain a competitive advantage.

Participate in meetings related to intelligence reporting.

Develop an understanding of each served department’s role within the company; maintain an advanced knowledge of their needs in the high-tech industry to remain competitive.

Incorporate the company’s values into all practices and all departmentally directed activities

Job Requirements

Minimum of 1-year relevant experience in qualitative research and analysis, or similar role in a professional environment.

Experience with utilizing Microsoft Excel (advanced), Access (functional), Word (advanced) and Outlook (advanced) and database systems such as Microsoft SQL, Oracle, etc.

Associate’s degree or equivalent combination of education and experience

About the Company
BCA Financial Services, Inc. has over sixty-five years of successful experience, professionally serving the receivable management needs of the healthcare, commercial and retail sectors.  BCA provides an array of customizable accounts receivable management solutions enabling clients to gain control of their accounts receivable, maximize cash flow, reduce days revenue outstanding and bad debt expense, while improving public relations and customer satisfaction.

Salary & Benefits

  • Competitive pay
  • Rewarding career opportunities
  • Medical, Dental, Vision, and Life
  • Paid Holidays and Paid Time Off
  • Beautiful office park with gym and bistro on site
  • Business casual workplace
  • Comprehensive training and mentoring programs

EOE.

 

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