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Progyny, Inc. CallMiner Speech Analyst in New York, New York

Thank you for considering Progyny!

The CallMiner Speech Analyst is an integral part of the Progyny Operations/QA Team, your responsibilities include expert data/business analysis, peer coaching & training, Identifying, and defining objectives for projects, providing direction, platform expertise, best practices & process improvement identification. This role ensures our teams follow best practices by analyzing all data withing the CallMiner platform. You will also evaluate multi-channel data sets for actionable insights, presenting key findings to leadership, and providing ongoing thought leadership to stakeholders. The position requires a highly disciplined self-starter, who thrives on managing projects with conflicting priorities. A balance of technical and soft skills is essential. Interest in artificial intelligence, machine learning, data modeling, API extraction and SQL query is a plus.

What you will do...

  • Thorough quality control & peer review of content; mentor network of power users by teaching advanced search techniques, creative business solutions & real-world application.
  • Configure database for CallMiner User Interface including query building & tuning to evaluate and improve patterns of language for driving business insights.
  • Automated scoring & topic identification analyzing recorded audio and email to uncover trends and opportunities.
  • Deliver high quality Professional Services projects and reporting (primarily data analyses) aligned with scope, timelines & ROI expectations.
  • Understanding of metadata and Key Performance Indicators; diligently capturing combinations of keywords & phrases within the system for optimal configuration of Search Based Categories.
  • Manipulate data inside and outside of CallMiner Platform.
  • Compile observation reports and deliver briefings, utilizing deep dive, root cause, SWOT, regression, and other analysis methodologies.
  • Drive member value by delivering quantifiable results and recommending organizational change initiatives.
  • Communicate any barriers impacting Progyny's success to management.
  • Deliver training to Agents, Supervisors and Super Users.
  • Communicate effectively internally and externally.

About you...

  • 1-2 years of proven experience with the CallMiner platform
  • Bachelor's Degree in appropriate field of study or equivalent work experience preferred.
  • Extremely detail oriented, analytical, and inquisitive.
  • Familiarity with Contact Center operations.
  • Ability to work independently and with others.
  • Strong understanding of business strategy, data visualization, and process improvement.
  • Knowledge of basic syntax, Boolean search operators, and database query language.
  • Familiar with iterative analysis and testing processes.
  • Ability to adjust quickly and with minimal effort to an agile work environment and
  • manage multiple projects and priorities.
  • Aptitude for collaborating with users of many skill levels and personalities.
  • Aptitude for working with users of many skill levels and personalities.
  • Able to work well under pressure.
  • Advanced user of excel to perform data analysis.
  • Advanced in Power Point to deliver professional reports to senior leadership.
  • Experience with SQL and PowerBI a plus.

About Progyny:

Progynyis a transformative fertility, family building and women's health benefits solution, trusted by the nation's leading employers, health plans and benefits purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools;provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.

Our mission is toempower healthier, supported journeys through transformative fertility, family building and women's health benefits.

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit

Our perks:

  • Family friendly benefits: Paid family and parental leave-, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents' Employee Resource Group
  • Health, dental, vision and life insurance options for employees and family
  • Free in-person, virtual and text-based mental health and wellness support
  • Paid time off, including vacation, sick leave, personal days and summer flex time
  • Company equity
  • Bonus program
  • 401(k) plan with company match
  • Access to on-demand legal and financial advice
  • Company social events
  • Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $85,000 - $95,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.

Progyny is proud to be anEqual Opportunity and Affirmative Action employer.We respect and seek to empower each individual and support the diverse cultures, perspectives,skillsand experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to

Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly