Telephony Analyst

RESPONSIBILITIES:Kforce has a client in search of a Telephony Analyst in Emeryville, CA.Key Tasks: Remote heads down work to go through backlogged tickets for Verint call recordings Need to go through a laundry list of calls to listen and validate calls in the backlog Make sure they have CVV data, compile a list of contact IDs-in some cases they have a client phone number in some cases they just have date and time of the agent Looking for someone that can hit the ground running, familiarity with the platform and start querying and running through calls They have between 500-600 tickets; Each ticket will take several minutes-once they get through the backlog that would be the end of the contract Listen to call recordings Evaluate if there is impact, as defined by hearing a CVV number Capture results of evaluationREQUIREMENTS: Familiarity with AWFO (Avaya Workforce Optimization) application/Verint call recordings To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listedKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.