CallMiner Administrator
Job Description:
- Build, maintain, and update CallMiner scorecards based on business needs, quality standards, and operational goals.
- Partner with leadership, QA, training, and operations teams to understand reporting needs and build meaningful dashboards and reports.
- Create and manage CallMiner searches, categories, alerts, and reporting structures.
- Monitor scorecard performance and recommend adjustments to improve accuracy and usability.
- Pull and analyze call data to identify trends, risks, coaching opportunities, and process gaps.
- Support ongoing call quality initiatives by ensuring reporting and scorecards align with current business expectations.
- Assist with testing and validating new scorecards, reports, and system updates.
- Provide support and guidance to internal users on CallMiner functionality, reporting, and best practices.
- Maintain documentation related to scorecard logic, reporting processes, platform updates, and user guidance.
- Work cross-functionally to ensure CallMiner insights are being used to improve customer experience, compliance, and team performance.
Requirements:
- Experience with CallMiner or a similar speech analytics, quality monitoring, or reporting platform preferred.
- Strong analytical skills with the ability to interpret data and identify meaningful trends.
- Experience building reports, dashboards, scorecards, or performance tracking tools.
- Strong attention to detail and ability to validate data for accuracy.
- Ability to work independently while collaborating with multiple departments.
- Strong communication skills and ability to explain data and system functionality clearly.
- Comfortable learning new systems and troubleshooting issues.
- Contact center, quality assurance, operations, or workforce management experience preferred.
- Proficiency in Microsoft Excel, Google Sheets, or other reporting tools preferred.
Benefits:
