Speech Analytics Analyst

State Collection Service, Inc.

Remote Speech Analytics & Reporting Analyst supporting speech analytics operations and providing analytical reporting. Collaborating across teams to maintain performance metrics and improve operational compliance.

Posted 4/24/2026full-timeRemote • Wisconsin • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Support the administration and daily operations of speech analytics platforms
Provides analytical reporting related to call activity, speech trends, and performance metrics
Responsible for maintaining speech scorecards and generating client reporting
Analyze call data trends and provide insights for operational improvement and compliance monitoring
Backup support for dialer backend operations
Validating call data, reporting accuracy, and analytics outputs
Develop and maintain speech analytics scorecards
Prepare and deliver monthly client reporting packages
Produce statistical reporting and analysis on call center performance metrics
Create and maintain reporting dashboards, scorecards, and performance summaries
Collaborate with operations, quality assurance, compliance, and technology teams

Requirements

What you’ll need

Bachelor’s degree in Business, Data Analytics, Information Systems, or related field preferred
2+ years of experience in call center analytics, reporting, or operational data analysis
Experience working with speech analytics platforms such as SuccessKPI, Abstrakt, NICE, Verint, or similar tools preferred
Familiarity with dialer technologies and call center performance metrics
Strong analytical and statistical reporting capabilities
Advanced proficiency in Microsoft Excel including pivot tables, formulas, and data analysis tools
Experience creating dashboards, scorecards, and performance reporting packages
Ability to interpret large datasets and communicate findings clearly to both technical and non-technical audiences
Knowledge of collections industry regulations including FDCPA, TCPA, Reg F, and related compliance requirements preferred
Strong attention to detail and commitment to data accuracy
Ability to manage multiple reporting deadlines and prioritize tasks effectively
Strong written and verbal communication skills
Ability to work independently while collaborating effectively with cross-functional teams.

Benefits

Comp & perks

Health, Dental, Vision, Life and Disability Insurance
401K w/employer match
HSA/Flexible spending accounts
Paid time off
7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
Family Friendly Events
Wellness Programs/Gym Reimbursement
All necessary equipment and technical support provided

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

speech analyticsdata analysisstatistical reportingMicrosoft Exceldashboard creationscorecard developmentcall center performance metricsdata validationanalytical reportingcompliance monitoring

Soft Skills

analytical skillsattention to detailcommunication skillstime managementcollaborationindependenceprioritizationreporting accuracyinterpersonal skillsproblem-solving