Voice Intelligence Specialist I

6 days ago

Austin, United States Realtor.com Full time

**Location: Austin, TX**

Are you a quality assurance expert? Our Voice Intelligence Specialist I acts as a liaison between front-line call center representatives and the Voice Intelligence program by leveraging speech analytics tools (NICE/Nexidia, Gong, etc.) for comprehensive call analysis. The primary focus of the Voice Intelligence Specialist I is to evaluate calls and analyze aggregated call data to ensure the highest level of consumer/customer experience across our call center and mitigate all legal risks to the business. They will also help support front line agents by identifying key areas of opportunity to implement established best practices that can produce positive revenue gains.

**What you’ll do**:

- Uses speech analytic tools to conduct in-depth call analysis that produce key insights from both a compliance, brand integrity and revenue generation perspective
- Maintains standards that lead to positive interactions that ensure brand integrity and a high level of consumer/customer satisfaction
- Maintains standards and ensures that compliance policies and procedures are met
- Collaborates with Voice Intelligence Manager and other Voice Intelligence Specialists in identifying and implementing best practices to drive brand integrity, compliance and performance at RDC.

**How we work**:
We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

**What you’ll bring**:

- Associates Degree and/or 3+ years of experience working in a call center environment interacting with customers / prospective customers
- 1-2 years sales experience
- 1+ years of professional experience (Quality Assurance experience preferred)
- Bilingual in Spanish (preferred)
- Proficient in GSuite (Slides, Sheets, Doc, Calendar etc.)
- Proficient in Microsoft Suite (Especially Microsoft Excel)
- Can type 60wpm
- Outstanding Customer Service / Sales Skills and dedication to providing exceptional Customer Care
- Effective Verbal and Written Communication Skills
- Solid time management skills
- Must be self-motivator and self-starter
- Ability to focus and provide consistently high levels of accuracy in a repetitive environment
- Strong Priority Management & Organizational Skills
- Attention to Detail
- Collaborative Work Style and Skills

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets

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