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Caller Experience Analyst

Parlance transforms customer experiences using speech automation and analytics to route callers to the right place in a business. We are a small, profitable technology company that’s experiencing growth by making a real impact for enterprise customers, whether Fortune 500, hospitals, or higher education.

Role

As a Caller Experience Analyst at Parlance, you facilitate the learning, adaptive elements of our solutions. You listen to caller interactions, note key observations, and then take action to optimize a current solution or influence the design of a future solution. This is a great entry level position that can put you on the path to learning about human factors, voice user interfaces, speech recognition, and contact centers. Not familiar with any of that? That’s okay, we’ll teach you if you are interested. The solutions we deliver are often described by customers as “It just works.” This is because our solutions get better over time – and you drive the process. Your role helps generate positive customers responses like these:

  • “It blew me away. I was shocked by the system’s accuracy and pleased with the exceptional service and support displayed by Parlance.”
  • “This thing really works. Siri doesn’t understand me. Alexa doesn’t understand me. But Parlance understands me.”
  • “Parlance’s solutions have been widely embraced across our organization and have enabled an enhanced level of service without accruing additional operating costs.”

This position can be part-time or full-time. Come join us in transforming customer experiences.

Qualifications

  • Listen well to understand caller objectives
  • Familiarity with using a computer and web browser
  • Fluent in English – bilingual with Spanish is a bonus
  • Legal authorization to work in the United States

Make a Difference

Come work at a company where your voice matters and you can make a real impact beyond your specific job role. You will gain a view of the whole company fostered by open management and a flat organizational structure. Parlance is a team of smart people who care about each other and our customers. We are responsible professionals who operate with integrity and treat people with respect. We support a healthy work/life balance. We are enormously productive by respecting work hours and letting people live their lives and have their downtime.

Compensation

The compensation and benefits package at Parlance is designed to put people first. Full-time employees experience the following:

  • Comprehensive health care for you and your family
  • 15-20 paid vacation days each year depending on tenure – and encouragement from your coworkers to use them
  • 10 paid sick days each year that can be when you or a family member is sick. We don't think you should have to use vacation time for these unexpected circumstances.
  • Parental leave of up to 12 weeks, with the option to work part-time or with more flex-time upon returning to work.
  • 401(k) retirement plan in which Parlance will match the first 3% of contributions at 100% and the next 2% of contributions at 50% -- that’s a 4% match on a 5% employee contribution
  • Budgeted learning and development and paid conference days
  • Restricted stock awards for meritorious performance

 

*** Parlance is an Equal Opportunity Employer and participates in E-Verify. Parlance will provide the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization. ***

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