Business Analyst

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Full-time

Number of Open Positions: 1
Work Site Location: Onsite – 1851 S. Alverno Rd. Manitowoc, WI 54220

Summary

This position is responsible for the development, maintenance and analytics of company’s speech analytic tool. Data analyst responsibilities include conducting full lifecycle analysis to include requirements, activities and design. Data analyst will develop analysis and reporting capabilities. They will also monitor performance and quality control plans to identify improvements in alignment with organization’s business objectives and goals. Data Analyst will administer programming requirements to track performance metrics, continuous analyzing of recorded calls, identifying patterns and trends as well as communicating findings and proposing solutions to the organization.

Description of the Work Environment

Our culture at Americollect is simple: have fun, work hard, demand improvement of yourself and your teammates, and respect others. These aren’t just words at Americollect. You’ll see this in action everyday. And you’ll be rewarded for it!

We offer competitive benefits including: insurance and flexible spending accounts (FSA), paid time off after only 30 days, retirement plans, casual dress code, flexible work schedules, and more. Americollect was named one of the best companies to work for in collections, nationwide every year since 2009!

Expectations

An individual in this position must be able to successfully perform the duties and responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Programming of performance metrics via speech analytics

  • Create and maintains searches, categories and scorecards to monitor and track daily associate performance
  • Development and training of associate scorecards
  • Training Speech Analytic tools, scorecards and program ability to leadership and associate scorecards

Creates and maintains all reporting within the speech analytic tool

  • Create ad hoc reporting for leadership
  • Track, trend, and monitor current scores in accordance with KPI’s
  • Daily/weekly/monthly score updates

Data Analytics / Process Improvements

  • Developing and implementing data analyses, data collection and other strategies that optimize statistical efficiency and quality
  • Interpreting data, analyzing results using statistical techniques
  • Summarizing data findings, presenting to leadership and recommending process improvements

Speech Analytic Tool Administrator

  • Create and maintain all user accounts
  • Provide and update passwords
  • Maintain proper permission levels
  • Oversee daily upload of calls and trouble shoot with vendor when necessary

Preferred Qualifications

  • High School Diploma or equivalent. Bachelor’s Degree in Business, Statistics or other quantitative oriented fields preferred
  • 2-5 years Business, Statistics, or other quantitative oriented fields preferred
  • Understanding of data analytics preferred.
  • Demonstrates critical thinking and problem solving
  • Must be proficient in the use of Microsoft Office (Excel, PowerPoint, and Word)

Competencies

  • Integrity
  • Accountability
  • Positive Attitude
  • Adaptability
  • Team Oriented
  • Process Design & Development
  • Consumer Needs, Assessments & Solutions

Working Environment

This is an office/call center environment with a moderate noise level. While performing the duties of this job, the employee is frequently sitting for long periods of time and typing, entering data and reading on a computer.

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