Call Center Speech Analyst - REMOTE!

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Data Science and Data Engineering

Job Qualifications:

Skills:

Analytics, Customer Service, Data Analytics, Medicare, Microsoft Office

Certifications:

None

Experience:

2 + years of related experience

US Citizenship Required:

No

Job Description:

DATA ANALYST ASSOCIATE

Own your opportunity to turn data into measurable outcomes for our customers’ most complex challenges.  As a Data Analyst Associate at GDIT, you’ll power innovation to drive mission impact and grow your expertise to power your career forward.

MEANINGFUL WORK AND PERSONAL IMPACT

As a Data Analyst Associate, the work you’ll do at GDIT will be impactful to the mission of Speech Analytics.  You will play a crucial role in transforming customer interactions into actionable insights that improve service quality, strengthen compliance, identify operational efficiencies, and enhance customer experiences. 

PRIMARY RESPONSIBILITIES

• Work 8:00am - 4:30pm EST, analyzing customer interactions using Verint’s Speech Analytics technology to identify behavioral trends, operational inefficiencies, compliance risks, emerging issues, and improvement opportunities.

• Maintain categories, keyword libraries, and search queries to ensure accurate detection, classification, and measurement of all customer interaction data to validate findings, identify root causes, quantify business impacts, and provide evidence-based recommendations.

• Translate enterprise concerns, KPI inquiries, system inspections, and customer research into analytical approaches to develop comprehensive analytical narratives, incident summaries, and business cases, while maintaining a high degree of accuracy, consistency, and attention to detail.

• Utilize advanced analytical techniques, excel functions, pivot tables, formulas, power-point presentations, and reporting methodologies to transform large datasets into meaningful dashboards, visual aids, and executive-level reporting.

• Partner with operational leads, quality teams, training departments, and business stakeholders to monitor call activity near real-time to identify emerging trends, critical customer issues, system irregularities, and escalation events requiring immediate attention.

• Validate analytical outputs through peer reviews, data verification, and departmental best practices to ensure reporting accuracy, consistency, and adherence to established standards when presenting findings, observations, and recommendations to leadership and operational teams.

WHAT YOU’LL NEED TO SUCCEED (required)

Education:

Bachelor’s degree in business, Technology, Data Science, or an equivalent combination of education and relevant expertise.

Experience:

• Minimum 1-year experience in business analytics, speech analytics, or data reporting.

• Minimum 1- year experience in the healthcare industry, with familiarity with Medicare-related data collection and recovery activities.

• Prior experience working in a call center or customer service environment.

Technical Skills:  

• Proficiency in Microsoft Office suite or Google Workspace applications is mandatory to independently manipulate data, translate business requirements, present findings, and develop analytical solutions.

Role Requirements:

• Proven ability to quickly learn and effectively use new software tools, strong analytical, critical thinking, and problem-solving capabilities.

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities

• Support: An internal mobility team focused on helping you achieve your career goals

• Rewards: Comprehensive benefits and wellness packages, 401K with company match, competitive pay and paid time off*

• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career in data science and engineering at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your determination for solving complex data challenges.

#GDITHealth

#GDITFedHealthJobs

The likely salary range for this position is $50,190 - $66,700. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

 

 

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

 

 

About Our Work:

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

Join our Talent Community to stay up to date on our career opportunities and events at

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans