CX Analytics Coordinator - Business Innovation

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    "description": "<p><span style=\"display:block;font-size:22px;\"><u><strong><span style=\"font-family:Calibri, sans-serif;\">CX Analytics Coordinator &ndash; Business Innovation</span></strong></u></span><br />\r\n<span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">Full-Time &middot; Advanced CX Services &middot; Hybrid &mdash; Livingston, NJ</span></span></p>\r\n\r\n<p><br />\r\n<span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\"><u><strong>About us:</strong></u><br />\r\nWe are a privately held, technology-first global provider of omnichannel outsourced contact&nbsp;center solutions, delivering exceptional customer experiences through a seamless blend of AI-powered&nbsp;automation and premium live agent support. We provide world-class customer care, implement smart&nbsp;technology and CRM solutions, and deliver best-in-class analytics and actionable insights for the world&rsquo;s&nbsp;most trusted brands. Our in-house Business Innovations, Systems Innovations, and Insights &amp; Analytics&nbsp;teams are on the leading edge of what&rsquo;s possible for the Contact Center of the Future.</span></span><br />\r\n&nbsp;</p>\r\n\r\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\"><u><strong>The Opportunity:</strong></u><br />\r\nWe are looking for a detail-oriented, curious, and reliable CX Analytics Coordinator to join our Business&nbsp;Innovation team. In this role, you will work hands-on inside our CallMiner conversational intelligence&nbsp;platform &mdash; building and maintaining the category configurations, phrase libraries, and scoring logic that&nbsp;power analytics programs for our client portfolio.</span></span><br />\r\n&nbsp;</p>\r\n\r\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\">No prior experience with CallMiner or speech analytics is required. If you think in logic, care deeply&nbsp;about getting things right, and want to grow your career in a fast-moving CX analytics environment, we&nbsp;want to hear from you.</span></span></p>\r\n\r\n<p><br />\r\n<span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\"><u><strong>Key Responsibilities:</strong></u><br />\r\n&bull; Build and maintain phrase libraries, category configurations, and scoring components inside&nbsp;CallMiner following established build standards<br />\r\n&bull; Run data pulls and perform basic analysis on interaction exports to support client reporting and&nbsp;Quarterly Business Review (QBR) preparation<br />\r\n&bull; Validate all builds against quality checklists before they go live<br />\r\n&bull; Maintain accurate internal documentation and build logs<br />\r\n&bull; Collaborate directly with the Director of Business Innovation &mdash; receiving clear specifications,&nbsp;asking good questions, and surfacing issues proactively</span></span></p>\r\n\r\n<p><br />\r\n<span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\"><u><strong>What We&rsquo;re Looking For:</strong></u><br />\r\n&bull; 0&ndash;2 years of experience in a contact center, QA, analytics, reporting, or operations role &mdash; or a&nbsp;transferable equivalent<br />\r\n&bull; Strong attention to detail; comfortable working with exact syntax, logical structures, and&nbsp;defined processes<br />\r\n&bull; Quick learner who can follow technical documentation and pick up new tools<br />\r\n&bull; Clear and proactive written communicator &mdash; you log your work, flag questions early, and don&rsquo;t&nbsp;go quiet when stuck<br />\r\n&bull; Consistent and dependable; this role rewards people who do the work carefully and reliably&nbsp;every time</span></span></p>\r\n\r\n<p><br />\r\n<span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\"><u><strong>Bonus Points:</strong></u><br />\r\n&bull; Exposure to contact center, CX, or customer service environments<br />\r\n&bull; Familiarity with spreadsheets, data exports, or basic reporting tools<br />\r\n&bull; Experience working within a structured process or quality standard &mdash; QA, compliance, or&nbsp;documentation-heavy roles all count<br />\r\n&bull; Any background in speech analytics, conversational intelligence, or similar platforms is a strong&nbsp;plus but not required</span></span></p>\r\n\r\n<p><br />\r\n<span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\"><u><strong>What You Can Expect:</strong></u><br />\r\n&bull; A hands-on role where you will build real, production-level configurations used by recognizable&nbsp;national brands<br />\r\n&bull; Direct mentorship and day-to-day collaboration with an experienced analytics leader<br />\r\n&bull; A clear path to grow your skills in conversational intelligence, CX analytics, and data-driven&nbsp;quality programs<br />\r\n&bull; A team that values precision, curiosity, and doing the work right</span></span><br />\r\n&nbsp;</p>\r\n\r\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Calibri, sans-serif;\"><u><strong>Position Details:</strong></u><br />\r\nType: Full-Time<br />\r\nLocation: Hybrid &mdash; Livingston, NJ (in-office and remote) <strong><u>Minimum 3 days in Office</u></strong><br />\r\nCompensation: Commensurate with experience</span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><u><strong>EEO Statement:</strong></u></p>\r\n\r\n<p>We are an equal-opportunity employer. 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