Principal Quality & Speech Analytics Analyst

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

The Principal Quality & Speech Analytics Analyst provides quality control, project development and risk identification using CallMiner software for the compliance and legal division of Newrez. The Principal Quality & Speech Analytics Analyst will work closely with various departments to develop call monitoring modules and identify risks using the CallMiner software.

Essential Functions, Duties, and Responsibilities

• Develops searches designed for automated analysis and topic identification in recorded conversations.
• Collaborates with the functional business units to provide feedback and recommendations to solve business needs, including researching and review accounts, items, or processes selected for audit.
• Facilitates discussions with management to ensure that CallMiner directives and process changes are communicated.
• Provides call monitoring data to creating and conducting companywide training for new change directives.
• Maintains detailed CallMiner categorical records to ensure efficient system operations and data integrity.
• Assists with generation of CallMiner reports and workflow audits.
• Performs root cause analysis for any failing CallMiner categories.
• Acts as resource for external departments and aids with completing monthly audits.
• Assists with the tracking, organization, and responses to CallMiner audits.
• Work with analysts to assist with the enhancement of CallMiner and Tableau reporting.
• Provided guidance and mentoring to less experienced peers.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements:

• Bachelor’s Degree in computer science or computer information systems preferred.
• 7+ years of related experience.

Skills, Abilities, and Knowledge:

• Experience in speech analytics/speech recognition required.
• Detail-oriented, excellent organizational skills and ability to manage multiple tasks.
• Strong written and verbal communication skills, including the ability to present and discuss complex concepts with management.
• Ability to work independently and in a fast-paced environment and meet quick deadlines.
• Experience with MS Office; MS Excel is required.
• Knowledge of CallMiner (or other speech analytical software) preferred.
• Knowledge of Tableau reporting
• Perform coding, programming, and operation of voice recordings to CallMiner, and the interface (API) platform.
• Serve as the liaison between IT Data Analytics to ensure results from coding and administering of CallMiner Speech Analytics result in timely and accurate Tableau reports and dashboards.
• Assist subordinate (junior) teammates with the coding, programming, and operation of the CallMiner interface (API) platform.-

Work Environment and Physical Requirements:

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Employees and applicants acknowledge that this is not a remote role. Individuals in this role are required to be on-site to complete essential job duties, absent extenuating circumstances.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
  

Equal Employment Opportunity 

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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