Call Center Speech Analyst - REMOTE!
Deliver insights to help our clients turn data into action as a Data Analyst Associate at GDIT. Your work will provide transformative solutions to our clients’ big data obstacles and help advance the mission. Here, you can make a meaningful impact on our clients’ mission and on your career. At GDIT, people are our differentiators. As a Data Analyst Associate you will help ensure today is safe and tomorrow is smarter. Our work depends on a Data Analyst Associate joining our BCRC team to support project leads in providing our business partners with high quality, innovative, and valuable assessments regarding important customer concepts and critical data. This role is fully remote! HOW A DATA ANALYST ASSOCIATE WILL MAKE AN IMPACT:
- From 8:00am - 4:30pm EST, partner with senior analysts to process requests and transform category builders, case studies, and strategic planners using VLOOKUP, into lucid Pivot Tables and Clustered Charts for extracting key impacts.
- Learn, navigate, and utilize Benefits Coordination Systems, Verint, IVA, and Avaya software to surface insights, system irregularities, and emerging trends when monitoring agent-customer interactions and transcriptions.
- Consult with the tenured analysts to translate relational datasets, report dashboard findings, and showcase discoveries regarding behavioral patterns and customer feedback using PowerPoint/Slides.
- Achieve consensus through collaborative sharing, comprehensive peer review, or team approval, when calculating, constructing, and finalizing all investigatory findings while participating in team meetings, offering and welcoming feedback, examining best practices, streamlining methodologies, and continuously elevating standards using tools such as Microsoft Teams, Zoom Comm, SharePoint, and Google Chats.
- Maintain structured logs in Google Sheets of critical terms, themes, and categories to support query optimization and topic coverage while also participating in live monitoring and real-time analysis, to address urgent issues requiring immediate detection or escalation.
- Perform real-time targeted listening activities, using BCRC guidelines and Speech Analytics methodologies to identify emerging trends gathered from media sets, to highlight opportunities within a defined scope of work daily.
WHAT YOU’LL NEED TO SUCCEED
- * This position requires a Public Trust and involves performing work on a federal contract. Candidates must be able to pass a background check and drug test for all drugs prohibited under federal law.**
Required:
- Bachelor’s degree in business, Technology, Data Science, or an equivalent combination of education and directly relevant experience.
- 2+ years’ proven experience in business analytics, speech analytics, or data reporting.
- 2+ years’ experience in the healthcare industry, with familiarity with Medicare-related data collection and recovery activities.
- Proficiency in Microsoft Office or Google Workspace applications, particularly Excel/Sheets, Word/Docs, Outlook/Gmail, and PowerPoint/Slides.
- Prior experience working in a call center or customer service environment.
- Must be able to obtain a Public Trust clearance
Desired:
- 2+ years with Correspondence, Data Collection, Recovery, or ESRD processes.
- Proven ability to quickly learn and effectively use new software tools and platforms.
- Strong analytical, critical thinking, and problem-solving skills.
- Excellent listening, verbal, and written communication abilities.
- Ability to welcome, accept, and implement feedback constructively.
- Highly adaptable to working collaboratively in a team-oriented environment.
- Detail-oriented able to meet deadlines with a strong focus on accuracy and quality.
- Proactively adept at identifying and pursuing new tasks and assignments automatically.
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