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Job Summary

The Speech Analytics Analyst will support the day-to-day operations of the speech analytics platform. This role is responsible for ensuring the stability, reliability, and effectiveness of analytics tools that convert raw speech data into actionable business insights. The Analyst will apply established speech analytics technologies and methodologies to monitor customer conversations, identify patterns, detect sentiment and emotion, and uncover root causes of customer issues.

 

Essential Job Functions

• Analyze large volumes of recorded speech and call data using advanced speech analytics platforms. Identify key trends, patterns, and anomalies in customer interactions that impact customer satisfaction and operational performance. - (20%)
• Refine speech analytics models including keyword spotting, sentiment scoring, emotion detection, and topic categorization. Continuously improve the accuracy and relevance of speech analytics algorithms through validation and tuning. - (20%)
• Produce regular and ad hoc reports, dashboards, and presentations to communicate findings to business leaders and operational teams. - (10%)
• Monitor customer interactions to ensure compliance with regulatory requirements and internal policies. Assist in identifying and mitigating compliance risks through speech analytics insights. - (10%)
• Keep up to date with the latest technological trends. Continuously improve models and techniques to adapt to new data patterns and trends. - (10%)
• Develop and refine speech analytics models including keyword spotting, sentiment scoring, emotion detection, and topic categorization. Continuously improve the accuracy and relevance of speech analytics algorithms through validation and tuning. - (10%)
• Monitor the health and performance of the speech analytic platform, triaging and resolving system issues, and managing defect tickets through resolution. Generate regular reports on tool usage and data quality and maintaining documentation to support compliance and audit readiness. - (10%)
• Work closely with Customer Experience, Quality Assurance, Operations, Compliance, and IT teams to integrate speech analytics insights into business processes. Support strategic initiatives like customer journey improvement, agent coaching, compliance adherence, and operational efficiency. - (10%)

Minimum Qualifications

• Bachelor’s Degree in Data science, Computer Science, Statistics, or related field.
• 3-5 years of experience with speech analytics or related fields (call center analytics, voice of the customer, etc.).

Preferred Qualifications

• Bachelor’s Degree in Computer science, Engineering, Technical Discipline.
• 3+ years of experience with data visualization tools like Tableau, Power BI, MicroStrategy, Databricks.
• 3+ years of experience with scripting languages (Python, R, API) for data analysis.
• Good at Problem Solving & Critical Thinking.
• Natural Language Processing understanding, machine learning basics (i.e. Regex expressions).
• Database & Data Management – Data Warehousing, SQL.
• Communication Skills to present clearly and effectively to business and technical stakeholders.

Skills

• Speech Analytics
• Natural Language Processing (NLP)
• Data Analysis
• Python (Programming Language)
• REMOTE_SKILL-1-47031
• Data Reporting
• Call Center Operations
• Audio Signal Processing

Reports To: Supervisor and above

Direct Reports: 0

Work Environment

• Normal office environment, hybrid.

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

About Bread Financial®

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread Financial® (NYSE: BFH) is a tech-forward financial services company that provides simple, personalized payment, lending and saving solutions to millions of U.S. consumers. Our payment solutions deliver growth for some of the most recognized brands in travel & entertainment, health & beauty, technology, electronics, jewelry, home and specialty apparel through our co-brand and private label credit cards and pay-over-time products providing choice and value to our shared customers. Additionally, we offer Bread Financial general purpose credit cards and saving products that empower our customers and their passions for a better life.

 

Bread Financial proudly marks 30 years of success in 2026. To learn more about our global associates, our performance and our sustainability progress, visit breadfinancial.com or follow us on Instagram and LinkedIn.

• All job offers are contingent upon successful completion of credit and background checks.

• Bread Financial is an Equal Opportunity Employer.

Job Family:

Data and Analytics

Job Type:

Regular