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 Call Miner 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 Call Miner software.

• 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 Call Miner directives and process changes are communicated.
• Provides call monitoring data to creating and conducting company wide training for new change directives.
• Maintains detailed Call Miner categorical records to ensure efficient system operations and data integrity.
• Assists with generation of Call Miner reports and workflow audits.
• Performs root cause analysis for any failing Call Miner categories.
• Acts as resource for external departments and aids with completing monthly audits.
• Assists with the tracking, organization, and responses to Call Miner audits.
• Work with analysts to assist with the enhancement of Call Miner 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.

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

• 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 Call Miner (or other speech analytical software) preferred.
• Knowledge of Tableau reporting
• Perform coding, programming, and operation of voice recordings to Call Miner, and the interface (API) platform.
• Serve as the liaison between IT Data Analytics to ensure results from coding and administering of Call Miner Speech Analytics result in timely and accurate Tableau reports and dashboards.
• Assist subordinate (junior) teammates with the coding, programming, and operation of the Call Miner interface (API) platform.

• 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.