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 veri