CNG Holdings, Inc.

Speech Analytics Administrator

CNG Holdings, Inc.  •  Ohio (Remote)  •  5 hours ago
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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.

About CNG Holdings, Inc.

CNG Holdings Inc. (CNG) is headquartered in Cincinnati, Ohio, and is a respected leader in the financial services industry. Through professional partnerships, CNG provides a wide range of convenient and accessible financial products and services designed to improve customers’ financial situations, thereby filling a need and delivering value to our customers.

Our mission is to help and educate our customers while building and nurturing long-term relationships. We strive to make a difference in our customers’ lives and the communities we serve.

Our vision is to deliver innovative financial solutions that better fulfill our customers’ unique financial needs so that they can build a better future for themselves and their families.

CNG Holdings Inc. core values ultimately define how we treat our customers and each other. We are:

• Inclusive: We are committed to creating environments that make all people feel welcomed, supported and valued; giving people the respect that is due them; being human and recognizing the humanity in others.

• Accountable: We do what we say we’re going to do. We take ownership for the quality of our individual work but also take pride in what we deliver as a team. We operate with honesty and integrity.

• Transparent: Share information. Share mistakes. Share victories. Trust is built through transparency.

• Focused: Work with a sense of urgency on the critical few. Everyone is responsible to own their focus area, so we deliver on the collective results through flowless execution. We’re empowered to make decisions which benefit the health of the company.

We demonstrate our commitment to being customer-centric by placing our customer at the center of all our communications, not ourselves.

Industry
Finance & Insurance
Company Size
201-500 employees
Headquarters
Cincinnati, OH
Year Founded
1994
Website
cng.com
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