20 hours

Call Audit Analyst

Performant Financial
Lathrop, CA
  • Job Code
    2020-20-2-002
Performant Financial Corporation
Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

Call Audit Analyst
Job Code:2020-20-2-002
Location:Lathrop, CA
Status:Regular Full Time
  
Responsibilities:
The Call Audit Analyst builds and modifies CallMiner (or other call audit application) categories and searches, and configurations for scored reports.  In addition, this position researches the voice analytics industry to enhance the Company's Call Audit Application usage, along with researching and testing metadata.

Essential Job Duties:
  • Build and modify CallMiner categories and searches.
    • Based on the focus and priority determined by business need, the Call Auditor Analyst will create accurate and effective categories and searches to ensure the company’s compliance with regulatory, client and internal requirements.
    • Research and identify specific verbiage to each unique collector interaction.
    • Label and maintain collector interaction types in Call Audit Application to develop search methods to improve Performant’s verbal communications, ultimately increasing productivity and effective time management.
    • Create and document words and phrases that are essential to monitoring collectors’ calls companywide, in every situation.
    • Maintain precise categories and searches utilized by QA auditors to collector’s companywide.
    • Search for language to identify specific business issues.
    • Analyze and confirm linguistics through recorded audio for critical insights.
    • Review transcripts, and analyze the data derived from the search results.
    • Save the most effective word sequences as categories or searches in CallMiner for continued usage by management, analysts, and/or QA auditors.
    • Identify emerging speech trends among collectors for managers to address if incorrect, and for continued auditing.
  • Build and modify configurations for scored reports
    • Develop and modify scores that are used to measure collector and team performance companywide.
    • Produce scored reports monthly, and as needed, that reflect the accuracy of collectors’ performance trends for management usage.
    • Proactively identify opportunities for operations optimization based on performance indicators.
  • Research the voice analytics industry to enhance Performant’s CallMiner usage.
    • Maintain an elevated level of product expertise and discover innovative uses of Call Audit Application
    • Read questions, ideas, and practices shared by other Call Audit Application users.
      • Attend training and collection collaboration webinars.
    • Identify opportunities for operations’ optimization based on performance indicators.
    • Communicate information and practices that would be beneficial to our company to the project manager.
    • Schedule reports to be automatically sent to managers when determined by project manager.
  • Research and test metadata
    • Ensure system data is accurately reflecting as metadata in Call Audit Application.
    • Research Performants’ collection systems to thoroughly identify data that should be transferred to the Call Audit Application.
    • Thoroughly document results in spreadsheets and communicate findings. o Provide recommendations as needed.
    • Identify, research, and communicate system issues to our internal IT department, or to CallMiner’s Support department.
    • Collaborate and communicate effectively with internal program manager
  • Monitor calls in CallMiner daily through an ad-hoc report.
  • Assist in configure the search preferences of Quality Assurance Auditors.
  • Provide back-up assistance to the auditing department as needed.
  • Assist in train new users on system usage.
  • Assist in maintaining auditing policies and procedures.
Required Skills and Knowledge:
  • Excellent written and verbal communication skills, spelling, grammar and sentence structure.
  • Demonstrates sound judgment to plan and accomplish goals.
  • Able to communicate effectively at professional levels internally and with client.
  • Ability to respond to problems and provide recommendations or resolutions; work effectively cross-functionally.
  • Ability to translate complex regulatory issues into practical work steps.
  • Ability to work independently and with the team.
  • Ability to effectively learn complex systems and jargon.

Physical Requirements:

  • Sit 6-8 hours per day.
  • Frequent use of right or left hands
  • Keying frequency, handling, reaching, fine manipulation
  • Constant typing and 10-key

Education and Experience:
  • Detailed knowledge of collection or auditing process.
  • Experience with Promised Land, Artiva and client systems.
  • Prior analytical experience
  • Regulatory compliance experience preferred.
  • College experience preferred

Other Requirements:
• Must submit to and pass background check. 
• Must submit to and pass drug screen.
• Must not have any Federal or State liens resulting from County, State or Federal tax issues.
• Must not have any current defaulted student loans.
• Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors. 
• Performant is a government contractor. This position may be purposed for government client assignments subject to meeting specific requirements (*) including additional licenses, background and clearance(s).
*Hourly rate and any SCA fringe or other benefit is based upon specific pre-assignment transition requirements and assignment to specific government client. Company, Licensure, and Government clearance requirements include, but not limited to, timely and accurate filing of taxes, in good standing with payment plan for outstanding tax balances, no defaulted student loans, no tax liens, ability to pass pre-employment, clearance and periodic background checks during employment (such as criminal, credit, state, federal debarment lists, etc.)Obtaining and maintaining all requirements for government client assignment, including but not limited to licenses and government clearances are a condition of employment. Failure to successfully obtain and maintain licenses and government clearances will result in review for immediate termination of employment. 

The statements included in this job profile indicate, in general, the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. This document is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of workers assigned to this position Other duties may be required, and the statements included are subject to change at any time. This document is not a contract for employment. 

Performant Financial Corporation is an Equal Opportunity Employer. Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration protected by law. Performant will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local "Fair Chance" laws. 

Drug/Alcohol Free Workplace: Performant Financial Corporate is committed to maintaining a Drug and Alcohol Free Workplace. Candidates that have been offered employment will be required to submit and successfully pass a drug and alcohol screening. Drug and alcohol screening for current employees may be performed in certain circumstances in accordance with company policy and applicable laws.  

Background and Credit Checks: Performant Financial Corporation will procure a background criminal and credit history report on you in connection with your application for employment as allowed under the Fair Credit Reporting Act. These reports may be obtained at any time after receipt of your authorization and, if you are hired or engaged by Performant Financial Corporation, throughout your employment or contract period. 

Agency Submissions: Performant Financial Corporation does not accept unsolicited agency resumes. Please do not forward resumes to Performant employees. Performant Financial Corporation is not responsible for any fees related to unsolicited resumes. 
  

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Posted: 2020-02-17 Expires: 2020-03-18

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Call Audit Analyst

Performant Financial
Lathrop, CA

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