Speech Analytics Administrator

Responsibilities

• Support administration of the Cresta platform, including user setup, access management, and basic system configuration.
• Build and maintain speech analytics components such as: Blocks (Standard and GenAI), Rules and Categories, Scorecards and evaluation frameworks, Searches and dashboards.
• Affiliate with monitoring data quality and system performance, including validating outputs and identifying inconsistencies.
• Act as a point of contact for platform support, helping to troubleshoot issues and fulfill user requests.
• Partner with IT and vendors (e.g., Cresta) to support system updates, enhancements, and issue resolution.
• Translate defined business and compliance requirements into system configurations and reporting logic.
• Support business users by providing guidance and answering questions related to platform functionality and reporting.
• Contribute to governance efforts, including maintaining taxonomy structures, naming conventions, and documentation standards.
• Collaborate cross-functionally (Customer Service, Collections, Retail Operations, Compliance, Legal, QA) to support analytics needs and platform usage.
• Maintain system documentation, including configuration updates, workflows, and user guidance materials.
• Affiliate with assisting in prioritizing and completing platform requests and enhancements under direction.
• Support QA and Operations calibration sessions by helping maintain scoring frameworks and validating outputs.
• Contribute to process improvement initiatives by supporting platform enhancements and identifying opportunities for increased efficiency.
• Perform ad-hoc system updates, reporting support, and special projects as needed.

Requirements

• Minimum Education And Experience Required:
• Bachelor’s degree in business, technology, or related field or equivalent experience
• 2+ years of experience administering or configuring speech/conversation analytics platforms (Cresta strongly preferred)
• 3-5 years of experience in Contact Center, QA, Compliance, or Operations within a regulated environment (financial services preferred)
• Familiarity with call center technologies and speech analytics platforms
• Proficient in Microsoft Office programs
• Ability to communicate technical concepts to non-technical stakeholders
• Ability and willingness to consistently live and embrace core values of accountable, inclusive, transparent, and focused