Voice Intelligence Specialist II

Voice Intelligence Specialist II at Realtor.com®

Do you have a passion for giving feedback and an eye for detail? Are you eager to learn new techniques and skills to help drive performance improvements for Sales reps? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Voice Intelligence Specialist II and help change the world of real estate, one home at a time.

The Voice Intelligence Specialist II acts as a liaison between front-line call center management and the Voice Intelligence program by leveraging speech analytics tools (NICE/Nexidia, Gong, etc.) for comprehensive call analysis. They are very knowledgeable in customer service, sales and compliance. Their primary focus is to analyze calls and call data to ensure the highest level of consumer/customer experience across our call center and mitigate all legal risks to the business while identifying and producing insights that generate positive revenue gains. Additionally, the VIS II will act as the first point of contact to front-line managers assigned to them for all compliance questions and insight into best practices for the teams they support. They will assist management in coaching and developing call center reps on key behaviors that drive positive results. Duties include - analyzing data produced from speech analytics tools and manual evaluations/audits, presenting key findings to front-line managers and collaborating with them to drive positive change for their teams in both compliance and revenue while ensuring a high level of brand integrity. Additionally this role requires strong analytical knowledge to research call trends, surface issues, and assist in developing solutions that drive positive change for distribution to the call center.

Top Reasons to Apply:

• The ability to make a difference in the lives of Sales Reps through coaching and feedback
• Exposure to cutting-edge tools, such as Speech Analytics and Generative AI
• Opportunities for future advancement
• Flexible hybrid work schedule (3 days in office and 2 WFH)

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
• Owns ongoing in-depth analysis in partnership with the Voice Intelligence Specialist III that focuses on generating insights into key behaviors that have been identified at the org level through the lens of the teams they support
• 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 Business Unit leaders in identifying and implementing best practices to drive brand integrity, compliance and performance at RDC.
• Owns communication with Business Unit leaders on all updates, trends and best practices. 
• Leads calibration sessions with Business Unit leaders, Enablement and Voice Intelligence Specialists to ensure alignment and healthy discussion occurs between all parties.
• Leads 1x1 sessions with Business Unit management to drive compliance and performance.
• Works on issues of diverse scope and puts together action plans to meet compliance standards and performance goals.
• Leads one on one coaching sessions with call center reps on performance and compliance related opportunities found in audited calls when needed
• Works on ad hoc projects of a diverse scope, partnering with peers, training, enablement, and management.
• Supports the Voice Intelligence manager in the ramping up/training of Voice Intelligence Specialist I position.

What You'll Bring: 

• Bachelor's Degree and 2+ years work experience in a quality role or related field or 5+ years work experience in a quality role or related field
• 1+ years work experience of leading coaching/development sessions
• 1+ years experience working with a speech analytics tool (NICE, CallMiner, Gong, etc.)
• Flawless understanding of company quality control procedures, policies, and documents
• Bilingual in Spanish (Preferred)
• Proficient in GSuite (Slides, Sheets, Doc, Calendar etc.)
• Proficient in Microsoft Suite (Especially Microsoft Excel) 
• Can type 60 wpm

Competencies: 

• Outstanding Customer Service / Sales Skills and dedication to providing exceptional Customer Care
• Solid time management skills
• Ability to Problem Solve and Innovate
• Must be self-motivator and self-starter
• Ability to multitask and successfully operate in a fast paced, team environment
• Ability to Coach and Develop Others
• Ability to analyze complex data and uncover trends
• Strong Priority Management Skills
• Excellent Verbal, Written and Interpersonal communication skills
• Strong Organizational Skills
• Attention to Detail
• Collaborative Work Style and Skills

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.

How We Reward You:

Realtor.com is committed to investing in the health and wellbeing of our employees and their families. Our benefits programs include, but are not limited to:

• Inclusive and Competitive medical, Rx, dental, and vision coverage
• Family forming benefits
• 13 Paid Holidays
• Flexible Time Off
• 8 hours of paid Volunteer Time off
• Immediate eligibility into Company 401(k) plan with 3.5% company match
• Tuition Reimbursement program for degreed and non-degreed programs
• 1:1 personalized Financial Planning Sessions
• Student Debt Retirement Savings Match program
• Free snacks and refreshments in each office location