Job Description:

General Function / Summary:

The Speech Analytics Administrator role supports the administration and configuration of the organization’s Conversation Intelligence platform (Cresta). This role is responsible for maintaining system configurations, assisting with enhancements, and ensuring the platform effectively supports business operations, compliance requirements, and performance monitoring. Responsibilities include managing system components (users, metadata, and analytics structures), supporting reporting capabilities, and assisting stakeholders in leveraging the platform for insights and operational improvements.

Essential Duties:

Support administration of the Cresta platform, including user setup, access management, and basic system configuration.
Build and maintain speech analytics components such as: Blocks (Standard and GenAI), Rules and Categories, Scorecards and evaluation frameworks, Searches and dashboards.
Assist in monitoring data quality and system performance, including validating outputs and identifying inconsistencies.
Act as a point of contact for platform support, helping to troubleshoot issues and fulfill user requests.
Partner with IT and vendors (e.g., Cresta) to support system updates, enhancements, and issue resolution.
Translate defined business and compliance requirements into system configurations and reporting logic.
Support business users by providing guidance and answering questions related to platform functionality and reporting.
Contribute to governance efforts, including maintaining taxonomy structures, naming conventions, and documentation standards.
Collaborate cross-functionally (Customer Service, Collections, Retail Operations, Compliance, Legal, QA) to support analytics needs and platform usage.
Maintain system documentation, including configuration updates, workflows, and user guidance materials.
Assist in prioritizing and completing platform requests and enhancements under direction.
Support QA and Operations calibration sessions by helping maintain scoring frameworks and validating outputs.
Contribute to process improvement initiatives by supporting platform enhancements and identifying opportunities for increased efficiency.
Perform ad-hoc system updates, reporting support, and special projects as needed.

Minimum Education and Experience Required:

Bachelor’s degree in business, technology, or related field or equivalent experience
2+ years of experience administering or configuring speech/conversation analytics platforms (Cresta strongly preferred)
Experience with platform configuration, taxonomy design, or system administration
3-5 years of experience in Contact Center, QA, Compliance, or Operations within a regulated environment (financial services preferred)
Familiarity with call center technologies and speech analytics platforms
Proficient in Microsoft Office programs
Ability to communicate technical concepts to non-technical stakeholders
Ability and willingness to consistently live and embrace core values of accountable, inclusive, transparent, and focused

CNG Holdings, Inc.

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Speech Analytics Administrator