[Remote] Call Center Speech Analyst - REMOTE!

Note: The job is a remote job and is open to candidates in USA. General Dynamics Information Technology is a global technology and professional services company delivering consulting and mission services to U.S. government agencies. They are seeking a Data Analyst Associate to transform customer interactions into actionable insights that enhance service quality and operational efficiency.ResponsibilitiesWork 8:00am - 4:30pm EST, analyzing customer interactions using Verint’s Speech Analytics technology to identify behavioral trends, operational inefficiencies, compliance risks, emerging issues, and improvement opportunitiesMaintain categories, keyword libraries, and search queries to ensure accurate detection, classification, and measurement of all customer interaction data to validate findings, identify root causes, quantify business impacts, and provide evidence-based recommendationsTranslate enterprise concerns, KPI inquiries, system inspections, and customer research into analytical approaches to develop comprehensive analytical narratives, incident summaries, and business cases, while maintaining a high degree of accuracy, consistency, and attention to detailUtilize advanced analytical techniques, excel functions, pivot tables, formulas, power-point presentations, and reporting methodologies to transform large datasets into meaningful dashboards, visual aids, and executive-level reportingPartner with operational leads, quality teams, training departments, and business stakeholders to monitor call activity near real-time to identify emerging trends, critical customer issues, system irregularities, and escalation events requiring immediate attentionValidate analytical outputs through peer reviews, data verification, and departmental best practices to ensure reporting accuracy, consistency, and adherence to established standards when presenting findings, observations, and recommendations to leadership and operational teamsSkillsBachelor's degree in business, Technology, Data Science, or an equivalent combination of education and relevant expertiseMinimum 1-year experience in business analytics, speech analytics, or data reportingMinimum 1-year experience in the healthcare industry, with familiarity with Medicare-related data collection and recovery activitiesPrior experience working in a call center or customer service environmentProficiency in Microsoft Office suite or Google Workspace applications is mandatory to independently manipulate data, translate business requirements, present findings, and develop analytical solutionsProven ability to quickly learn and effectively use new software tools, strong analytical, critical thinking, and problem-solving capabilitiesBenefitsComprehensive benefits and wellness packages401K with company matchCompetitive pay and paid time offMedical plan options, some with Health Savings AccountsDental plan optionsA vision planA 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company matchFull flex work weeks where possibleA variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave15 days of paid leave per calendar year to be used for vacations, personal business, and illnessAn additional 10 paid holidays per yearPaid leave and paid holidays are prorated based on the employee’s date of hireThe GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employeesShort and long-term disability benefitsLife, accidental death and dismemberment, personal accident, critical illness and business travel and accident insuranceCompany OverviewGeneral Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics. It was founded in 1999, and is headquartered in Falls Church, Virginia, USA, with a workforce of 10001+ employees. Its website is https://www.gdit.com/.Company H1B SponsorshipGeneral Dynamics Information Technology has a track record of offering H1B sponsorships, with 13 in 2026, 31 in 2025, 27 in 2024, 36 in 2023, 19 in 2022, 18 in 2021, 13 in 2020. Please note that this does not guarantee sponsorship for this specific role.