Speech Analytics Analyst

Who we are

Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform. 

We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems.  By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.

Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future.  Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.

Why this job is exciting

The role:

The Speech Analytics Analyst position partners with customers to uncover critical business drivers and needs. This position is responsible for leveraging and configuring the speech analytics platform to drive actionable solutions for customer care, sales, quality, compliance, operations, and marketing, and provides voice of the customer insight.

The Speech Analytics Analyst plays a critical role in the continuous improvement of the customer engagement model and shares a commitment to delivering products and services that make our customers thrive. You will help shape best in class AI solutions unparalleled in the Customer Experience landscape.

Responsibilities:

• Using a curious and intuitive approach, determine what call events (keywords and phrases) to train the software to recognize as structured data to support analytics and business goals.
• Analytical and knowledgeable, recognize pertinent language patterns and conversational content that lead to business value.
• Review, calibrate, and validate the quality of data to verify analysis requirements.
• Create stories from data analysis and communicate them to clients.
• Create, edit, and manage custom dashboard reports.
• Manage and maintain solution libraries that can be used across customers and industries.
• Brainstorm value-added features and applications to use the available technology further.

Competencies:

• Customer Focus: Builds strong customer relationships; Gains insight into customer needs; Identifies opportunities that benefit the customers; Builds and delivers solutions that meet customer expectations; Establishes and maintains effective customer relationships.
• Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Plans & Aligns: Sets objectives to align with broader organizational goals; breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules; anticipates and adjusts effective contingency plans.
• Effective Communication: Delivers messages in a clear, compelling, and concise manner; Actively listens and checks for understanding; articulates messages in a way that is broadly understandable; Adjusts communication content and style to meet the needs of diverse stakeholders; Models and encourages the expression of diverse ideas and opinions.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Requirements:

• Previous experience in a call/contact center or a firm grasp of conversational English.
• Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving.
• Innovative mindset, aptitude for learning new technologies/software, and dexterity to adjust to changing priorities within an emerging business.
• Self-starter who can act independently and work collaboratively.
• Exceptional written and oral communication skills, including an ability to communicate across business areas.
• Excellent listening & communication skills and a positive attitude are required for frequent interaction with customers.
• Ability to work effectively with product development, engineers, and business team.
• Bachelor's degree in Business, Marketing, Communications, Statistics, or other quantitative-oriented fields or equivalent experience.

Preferred qualifications:

• Knowledge of Contact Center business practices.
• Quality Assurance / Agent Training experience.
• Experience at startup based environment.

You are motivated by:

• Hustle: You inspire others to work as hard as you. You will find a way, no matter how hard the task is.
• Ownership: You have an owner/builder mentality. You care about what you deliver and own your mistakes.
• Proactivity: You don’t wait for someone to tell you what to do or what problems to solve. You are always looking for ways to learn and improve.
• Excellence: You set a high bar and surpass expectations.  You hit your goals and ask for more.
• Humility: You are not above any task in the organization and are willing to drop what you’re doing to help a teammate. 

What you can expect from us

The team:

Capacity team members enjoy the opportunity and benefits of working at an artificial intelligence startup, but with leaders who’ve worked at places like Apple, Ebay, Visa, Answers.com, Oracle, Boeing, and many more world-class companies. The culture at Capacity encourages innovation, independent problem solving, and collaboration as we continue to mature our product in the ever-changing world of AI.

We provide:

• Employer-paid health insurance (for you and your eligible dependents)
• Profit Interest Units/incentive compensation
• Unlimited vacation policy
• 401(k) with a company match
• Short term disability insurance
• Group life AD&D insurance
• A supportive, diverse workplace where we prioritize respect for each other and our clients
• A fun and collaborative team culture

Salary range:

• The expected base salary for the role is between $45,000 and $55,000; actual salary will be commensurate with a candidate's experience, skill and location.

Still unsure?

At Capacity we value more than just hard skills. Our goal is to build a holistic and diverse team. If you aren’t sure if you qualify, just apply! We will carefully consider your application and are always grateful for any time and effort invested in Capacity.  

But wait, there’s more!

At Capacity we believe in more than just building amazing products and helping our customers. Although we are a remote workforce, we remember the neighborhood where we started. We still strive to elevate our community by furthering access to education and careers in the tech space. Our affiliated nonprofit, Create A Loop, brings rigorous computer science courses to underserved communities with little to no access to formal computer science education. There are many opportunities for our Capacity team members to serve and educate our Create A Loop students throughout the year.