Build, maintain, and update CallMiner scorecards based on business needs, quality standards, and operational goals.
Partner with leadership, QA, training, and operations teams to understand reporting needs and build meaningful dashboards and reports.
Create and manage CallMiner searches, categories, alerts, and reporting structures.
Monitor scorecard performance and recommend adjustments to improve accuracy and usability.
Pull and analyze call data to identify trends, risks, coaching opportunities, and process gaps.
Support ongoing call quality initiatives by ensuring reporting and scorecards align with current business expectations.
Assist with testing and validating new scorecards, reports, and system updates.
Provide support and guidance to internal users on CallMiner functionality, reporting, and best practices.
Maintain documentation related to scorecard logic, reporting processes, platform updates, and user guidance.
Work cross-functionally to ensure CallMiner insights are being used to improve customer experience, compliance, and team performance.

Experience with CallMiner or a similar speech analytics, quality monitoring, or reporting platform preferred.
Strong analytical skills with the ability to interpret data and identify meaningful trends.
Experience building reports, dashboards, scorecards, or performance tracking tools.
Strong attention to detail and ability to validate data for accuracy.
Ability to work independently while collaborating with multiple departments.
Strong communication skills and ability to explain data and system functionality clearly.
Comfortable learning new systems and troubleshooting issues.
Contact center, quality assurance, operations, or workforce management experience preferred.
Proficiency in Microsoft Excel, Google Sheets, or other reporting tools preferred.

CallMiner Administrator

Key skills