Product Analyst III (Call Analytics & Speech Intelligence)
About The Position
We are seeking a Product Analyst III specializing in Call Analytics to transform our voice data into competitive intelligence. This role supports multiple Lines of Business (LOBs) by leveraging our speech analytics platform, CallMiner, to analyze and score interactions across our Consumer Direct and Loan Officer teams. You will be responsible for building the "listening" infrastructure that identifies agent performance trends, compliance risks, and business insights that drive revenue and improve the borrower experience. The Product Analyst III will: Design, build, and refine "categories" and "scores" within CallMiner to automate the monitoring of agent-borrower interactions. Conduct deep-dive sessions with LOB stakeholders to translate complex business KPIs into technical automated call-scoring models. Proactively analyze call data to identify trends—such as common borrower objections or script adherence—and present findings to senior management. Act as the internal Subject Matter Expert (SME) for the CallMiner platform, ensuring data integrity between telephony systems and the analytics engine. Work within an Agile framework to manage a backlog of analytics requests, documenting technical requirements and user stories for new scoring logic. Develop automated alerts for compliance "red flags" (e.g., Fair Lending or TCPA) to mitigate risk in real-time. Maintain detailed documentation of search queries, database mapping, scoring logic, and technical workflow diagrams.
Requirements
- 3+ years of professional experience in product analysis, data analysis, or call center operations.
- Hands-on experience with CallMiner (or similar platforms like Verint, Nice Nexidia, or Tethr) is required.
- Experience in Financial Services is required; mortgage industry experience (specifically in Sales/Originations) is highly preferred.
- Experience in Financial Services is required; mortgage industry experience (Sales/Originations) is highly preferred.
- Proficiency in Boolean logic and complex search-query languages used to categorize unstructured voice data.
- Good understanding of database structures and the ability to navigate data schemas to ensure call metadata aligns with backend systems.
- Highly proficient in Docs, Sheets, and Slides.
- Familiarity with JIRA and Confluence for task management and documentation.
- Bachelor’s degree or equivalent work experience.
Responsibilities
- Design, build, and refine "categories" and "scores" within CallMiner to automate the monitoring of agent-borrower interactions.
- Conduct deep-dive sessions with LOB stakeholders to translate complex business KPIs into technical automated call-scoring models.
- Proactively analyze call data to identify trends—such as common borrower objections or script adherence—and present findings to senior management.
- Act as the internal Subject Matter Expert (SME) for the CallMiner platform, ensuring data integrity between telephony systems and the analytics engine.
- Work within an Agile framework to manage a backlog of analytics requests, documenting technical requirements and user stories for new scoring logic.
- Develop automated alerts for compliance "red flags" (e.g., Fair Lending or TCPA) to mitigate risk in real-time.
- Maintain detailed documentation of search queries, database mapping, scoring logic, and technical workflow diagrams.
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
