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

R2VscGEyc1pDM3dqVjdHcHpHSlkvdU5zd2c9PQ==
  • 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

Serenity Healthcare

Assistant General Manager Job at Serenity Healthcare

 ...Assistant General Manager We are seeking dedicated leaders who are ready to transition from the fast-paced restaurant industry into a thriving career in medical technology operations. If you have honed your leadership skills in high-end restaurant management, hospitality... 

Eriksen Translations Inc.

Project Manager Job at Eriksen Translations Inc.

Apply Project ManagerLocation: RemoteCompany DescriptionEriksen Translations is a woman-owned, independent LSP based in Brooklyn, NY, with a footprint that extends throughout North America and beyond. For 37 years, Eriksen has helped clients communicate with domestic...

A Head for Profits

Beer Technician Job at A Head for Profits

 ...CAREER in BEER? WE WANT TO SPEAK TO YOU!- Nights and weekends off? Check!- Learning from the very best in the beer industry? Check!- Visiting great bars and breweries each day? Check!- Great launching point to grow within the beer industry? Check! The AHFP company... 

Creative Chaos

3D Designer/Animator Job at Creative Chaos

 ...Chaos is seeking a talented 3D Designer/Animator to join our dynamic team. In this role, you will create stunning 3D models and animations that contribute to our gaming and multimedia projects. You will work closely with our artists and game designers to bring characters... 

Merrill-Stevens Yachts

Sales And Brokerage Division Manager Job at Merrill-Stevens Yachts

 ...Yachtsis experiencing rapid growth and needs anExperienced Yacht Sales & Brokerage Division Managerto join our team. Our shipyard is...  ...sales team performance, brokerage marketing and promotion, and new boat floor planning. We seek a strong team player driven to grow and...