Remote Contact Center Interaction Analyst - Quality Assurance Job at CBN Brand, Dallas, TX

TGFJN2JtUHZsbys5Q1hJOEhjTHpUbnA4bWc9PQ==
  • CBN Brand
  • Dallas, TX

Job Description

The 700 Club Prayer Center

The Christian Broadcasting Network (CBN) is looking for an Interaction Analyst to be accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns, and trends as well as communicating analysis and proposing solutions to the organization.  

This role will collaborate with operations and staff management using data and speech analytics to interpret and drive effective execution of various department initiatives.  This position will help determine how to improve call performance metrics, increase customer satisfaction with daily prayer and product interactions, and how to provide excellent execution of contact center programs.  This will include phone interactions, email, social media, and others. Day-to-day responsibilities include: requirements gathering; definition, documentation, identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution; and, the creation of analytical reports designed to help the team achieve business goals.

Our Interaction Analyst is a highly disciplined self-starter with solid collaboration and communication skills who thrives on data, language, and technology. The ideal candidate will possess strong analytical skills, the ability to analyze root-cause, and a strong attention to detail.  

The successful candidate will have the following qualifications:

  • Ability to work from home with access to a high-speed internet router
  • Business Analysis and/or Quality Analysis background desired (1-3 years total professional experience)
  • Knowledgeable in call center metrics
  • Familiar with database query strings
  • CallMiner Eureka speech analytics, SalesForce.com, SQL/SSRS a plus
  • Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data
  • Individual must be a confident team player who can work well with others, mentor new team members and provide constructive feedback
  • Excellent communication skills and a positive attitude are required for daily interaction with data consumers
  • Demonstrated ability to use various analytical tools and techniques to evaluate business problems and formulate solutions
  • Ability to engage in multiple initiatives simultaneously
  • Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must
  • Bachelor degree desired. Prefer focus areas in Business, Analytics, Information Technology, Linguistics, English, or similar
  • Fluency in Spanish language a plus

CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through digital content, traditional media, and humanitarian aid. CBN offers a professional and rewarding work environment, competitive salary, and benefits package to include healthcare for full time positions.  If you meet the listed qualifications and are in agreement with CBN’s mission and purpose, please click apply or visit our CBN Job Board at  for application and benefit information.

We are unable to give full consideration to resumes without applications.

Job Tags

Full time, Work from home,

Similar Jobs

People Conquest

Waiter: Ocean Cruises Job at People Conquest

 ...Company in ongoing expansion, is currently recruiting for a renowned Cruise Company with the following profile: Position Title: Waiter POSITION SUMMARY Provide service to guests in all Restaurant Operations areas by performing the following essential duties and... 

Le Bistrot de Racine

Wine sommelier Job at Le Bistrot de Racine

We are looking for an experienced wine sommelier. If you love wine and are good at communicating with people, then this position is very suitable for you.Responsibilities:1. Provide professional wine and beverage services to customers to ensure that their needs are... 

Two Maids and A Mop

Professional House Cleaner Job at Two Maids and A Mop

 ...where you can flourish. Our main goal is to make our customers' homes and lives shine, starting with making sure our team members...  ...which could be just what you're looking for. Experience in house cleaning isn't necessary, and we encourage candidates with various backgrounds... 

Showami

Real Estate Showing Agent Job at Showami

 ...brokerage. Licensed agents will stay with their current brokerage. We are a service that connects agents and have been called "The Uber of Real Estate". We provide Showing Agents and Showing Assistants in Florida . To participate you must have full MLS access and... 

Canam Steel Corporation

Evening Shift Welding Technician (Hiring Immediately) Job at Canam Steel Corporation

We are looking for self-motivated and safety-conscious candidates who would like to join our production team!**New employees can earn 55K in total compensation when working at Canam Steel Corp for a 40-50 hour work week.** This includes the base rate, shift differential...