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Lead Analyst, Speech to Text Analytics
Lead Analyst, Speech to Text Analytics-March 2024
Atlanta
Mar 28, 2026
About Lead Analyst, Speech to Text Analytics

  Overview

  Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities.  We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

  In partnership with the Support Now Analytics teams, this role will be responsible for analysis of agent interactions with our customers by utilizing an advanced speech/text analytics tool. This will include drilling down into large quantities of data to identify critical insights, patterns and trends and communicating these to Leadership/Quality Advisors/Team Leads/Etc. to drive business improvements. This role also requires dashboard and reporting development and measurement/monitoring of data quality.

  Must be comfortable with making key strategic and tactical decisions around speech/text analytics tools with minimal leadership oversight

  This role will leverage their analytics and data skillset along with subject matter expertise in Quality Assurance practices to generate insights and complete ad hoc analysis of data from the speech/text analytics tool. Successful canidates will have experience in databases (SQL, data mining) and data visualization (Tableau, Power BI).

  Responsibilities

  Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment using speech and text analytics tools

  Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.

  Make key strategic and tactical decisions around speech/text analytics tools with minimal leadership oversight

  Make recommendations and define data strategies that solve critical business problems.

  Develop dashboards and reporting in a data visualization tool like Tableau

  Participate in the development of process improvements and assess pre and post implementation change.

  Present analysis and recommendations to key business stakeholders

  Compile information from multiple sources, leveraging knowledge of data strucutres and SQL to understand key performance indicators and spot trends and patterns

  Collaborate & communicate effectively with Quality Advisors, HELP Team Leaders and Strategy & Analytics

  Lead continuous improvement efforts of quality models within speech/text analytics tool

  Craft documentation and processes around tool best practices

  Make recommendations on new measures of quality and capabilities of automation system

  Assist with implementations that drive improvement 

  Partner with Strategy & Analytics to gain greater understanding of departmental metrics and define HELP quality measures of success

  Maintain professional and technical knowledge by attending educational workshops and benchmarking state of the art practices

  Minimum Qualifications

  Bachelor's Degree

  5 years of relevant work experience

  3 years of experience in analytical role

  Preferred Qualifications

  Master's Degree

  3 years of experience in any of the following fields: quantitative analysis, data modeling, reporting, relational database tools, data warehouseing, database architecutrue, SQL, call center operations, speech analytics

  Has understanding of data system structure & data systems supporting call center and specfically speech and tech analytics tools

  Experience leading program or projects

  Strong communication/verbal skills

  Ability to effectively present information and communicate results

  Has strong analytical and problem-solving skills

  Experience partnering well with cross-functional teams

  Proven ability to learn quickly and solve complex problems

  Has a keen eye for detail and for the thoughtful investigation of data

  Possess the ability to work independently, self-navigate organizational and technical challenges

  Ability to manage multiple projects and deadlines simultaneously

  Proficiency in a data blending tool and a visualization tool

  Project management

  Self-starter with excellent project management and organization skills

  Proficiency in working with relational databases and query authoring (SQL)

  Minimum Years of Experience

  5

  Travel Requirements

  5%

  Required Level of Education

  Bachelor's Degree

  Preferred Level of Education

  Masters Degree

  Requisition ID2024-16179

  Job FunctionHelp Desk

  Position TypeExperienced Professionals

  Posting Location : LocationUS-GA-Atlanta

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