Qureos Mentor

Teacher Retirement System of Texas

<div></div><div><div><b>Executive Assistant Internal Audit</b><br>
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<div></div><p><b>Requisition ID: </b>req1385<br>
<b>Employment Type:</b> Unclassified Regular Full-Time (URF)<br>
<b>Division:</b> Internal Audit<br>
<b>Compensation:</b> 73,790.00 - 92,237.00, Annual Salary<br>
<b>Job Closing: </b>5/23/2026<br>
<b>Location:</b> TRS Headquarters Building 2
<br>
1900 Aldrich Street<br>
Austin, TX, 78723<br>
United States
</p><p><b>WHO WE ARE:</b>
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Service, Respect, and Connection are core to the individual and collective TRS experience. We know that great service rests on a foundation of relationships that connect us all to an empowering and rewarding career. At TRS, we&rsquo;re inspired by our community who bring authenticity and commitment to our mission to improve the retirement security of public education employees and retirees throughout Texas.
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As a group of achievers, we tap collaboration and innovation to raise the bar in performance, administering and counseling pensions and healthcare benefits to ensure certainty for the future of our members. We invite you to join us, where both personal and career growth are respected and where you can make a difference in our members&rsquo; lives every day.<br>
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<p></p><div>The Executive Assistant for Internal Audit is responsible for providing administrative and operational support to the Chief Audit Executive, and division directors . The incumbent will provide administrative and office management support to the Internal Audit division and provide program assistance. This position will proactively work with the Chief Audit Executive, division directors, Internal Audit staff, TRS employees, and internal and external stakeholders.</div><div></div><div><b><br>
WHAT WILL YOU DO:</b></div><div><b>
Executive and Administrative Support</b>
</div><ul><li> Provides comprehensive administrative assistance to the Chief Audit Executive (CAE), and division directors.</li><li> Manages calendars, schedules and prioritizes meetings, appointments, and special events; reserves meeting sites, contacts and confirms appointments and meetings, as needed.</li><li> Arranges and manages complex travel arrangements.</li><li> Researches, prioritizes, and follows up on incoming issues and concerns addressed to the division, including those of a sensitive or confidential nature. Determines appropriate course of action, referral, or response.</li><li> Coordinates the maintenance of Internal Audit&rsquo;s operational policies and procedures and ensure timely annual review and updates as needed.</li><li> Monitors and maintains the CAE&rsquo;s calendar, including scheduling meetings and conferences, and coordinating travel arrangements.</li><li> Screens telephone calls and incoming mail, determines priority, and directs items that need immediate attention to the CAE, or departmental managers as needed.</li><li> Maintains office operations, including supply inventory and equipment coordination.</li><li> Proofreads departmental correspondence, documents, reports, and publications.</li><li> Responsible for Internal Audit records management and retention activities, including the purging of records in accordance with agency records retention schedules.</li><li> Coordinates and maintains the departmental SharePoint intranet website, ensuring information is accurate and up to date.</li><li> Welcomes guests and clients by greeting them, in person or on the telephone; answering or directing inquiries and escorting them to and from meetings.</li><li> Liaises and communicates appropriately with internal staff and external stakeholders at all levels.</li><li> Updates division organizational charts; tracks personnel changes and vacancies.</li><li> Assists with the evaluation of administrative practices and programs and provides input for process improvements.</li><li> Assists with planning and coordinating of special and administrative assignments, programs and projects.</li></ul><div><b>
General Office Support</b>
</div><ul><li> Oversees, coordinates, and provides general office administrative support for the Internal Audit department including, but not limited to: preparing forms, correspondence, notices and agendas for meetings, and other documents; greeting and routing visitors and telephone callers; scheduling meetings and appointments; sorting and distributing incoming and outgoing mail; copying; faxing; and making travel arrangements.</li><li> Develops, coordinates, and maintains files, logs, and other record-keeping systems.</li><li> Responsible for Internal Audit records management and retention activities, including the annual records disposition.</li><li> Serves as liaison for open records requests and records retention.</li><li> Compiles and analyzes data regarding Internal Audit and agency operations and prepares periodic and ad hoc reports, surveys, forms, tables, spreadsheets, and charts.</li><li> Coordinates and compiles/organizes data for various management reports and requests for information; and coordinates distribution of materials and obtaining authorization/approvals.</li><li> Coordinates onboarding of new Internal Audit staff and non-TRS workers.</li><li> Plans and coordinates office moves, telecom, IT setup and maintenance of office equipment as necessary.</li></ul><div><b>
Program Assistance</b>
</div><ul><li> Oversees Internal Audit contracts and procurement process in conjunction with the Procurement and Contracting Team. Keeps track of the division's Procurement Plan.</li><li> Serves as contract liaison for various Internal Audit contracts.</li><li> Responsible for Internal Audit ProCard in procurement of staff&rsquo;s training classes and conference registration, professional licenses and organization membership renewal and maintenance.</li><li> Ensures compliance with purchasing, contracting, and regulatory requirements.</li><li> Monitors and reconciles the IA operating budget and expenditures; prepares purchase requisitions and assists with budget reporting and analysis.</li><li> Assists with preparing and tracking operating budgets for the Internal Audit department.</li><li> Maintains and monitors special assignment and departmental project files in collaboration with managers and staff to ensure project deadlines are properly tracked and met.</li><li> Coordinates, compiles, and performs detailed analysis of data and prepares periodic and ad hoc reports, including board reports and agenda items.</li><li> Coordinates the preparation of Audit, Compliance and Ethics (ACE) Committee Books and other presentation materials for the Board of Trustees.</li><li> Responsible for timely uploading the ACE Committee materials and distribution of the final ACE Books to the oversight entities.</li><li> Participates on special projects and work groups as needed.</li></ul><div></div><div><br>
Performs related work as assigned.</div><br>
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<div><b>WHAT WILL YOU BRING</b><br>
<b>Required Education</b><br>
<ul><li>Associate's degree from an accredited college or university.</li><li>High school diploma or equivalent and additional full-time administrative executive support experience may substitute for the required education on an equivalent year-for-year basis.</li></ul></div><div><b><br>
Required Experience</b><br>
<ul><li>Four (4) years of full-time directly related, progressively responsible experience in providing administrative support or related experience.</li><li>A bachelor's degree in a closely related field may be substituted on an equivalent year-for-year basis.</li></ul></div><div><b><br>
Required Registration, Certification, or Licensure</b><br>
<ul><li>None.</li></ul><br>
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Preferred Qualifications</b><br>
<ul><li>Certified Texas Contract Manager (CTCM)</li><li>Experience in State of Texas purchasing and contract administration</li><li>Experience with records management in a government setting</li><li>Experience providing administrative support in an executive office environment, including regular contact and communications with senior management and board members.</li><li>Experience in a customer service-related position involving the interpretation and explanation of complex program laws, rules, policies and procedures.</li><li>Experience with Microsoft Office software, including Word, PowerPoint, and Outlook.</li><li>Proficient in Excel</li></ul><br>
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Knowledge, Skills, and Abilities</b><br>
<b>Knowledge of:</b><br>
<ul><li>Accepted business and general office practices and procedures; of applicable rules, regulations, and policies.</li><li>State government and TRS rules, regulations, policies, and procedures.</li></ul><b>
Skills in:</b><br>
<ul><li>Using a computer in a windows environment with spreadsheet, word processing, presentation, database, and other business software to prepare correspondence, spreadsheets, graphs, charts, and reports.</li><li>Proficient with excel</li><li>Providing quality customer service.</li><li>Planning, organizing, and prioritizing work assignments to manage a high-volume workload in a fast-paced and changing environment, and completing detailed work with a high degree of accuracy.</li><li>Analyzing problems and devising effective solutions.</li><li>Written and verbal communications, including active listening and telephone communication skills, composing concise correspondence, proofreading, editing, and the proper use of grammar, spelling, and punctuation.</li></ul><b>
Ability to:</b><br>
<ul><li>Handle high-level administrative issues, to analyze and solve work-related problems, to communicate effectively.</li><li>Establish and maintain harmonious working relationships with co-workers, agency staff, and external contacts.</li><li>Work effectively in a professional team environment.</li><li>Work occasional overtime or extended hours as needed.</li></ul></div><br>
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<b>Military Occupational Specialty (MOS) Codes:</b>
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Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty ( https://www.trs.texas.gov/files/trs-military-crosswalk.xlsx ) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at careers@trs.texas.gov with questions or for additional information.
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To view all job vacancies, visit www.trs.texas.gov/careers or www.trs.csod.com/careersite.
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For more information, visit www.trs.texas.gov.</div><p></p>

Executive Assistant Internal Audit

<div></div><div><div><b>Contact Center Speech Analytics Specialist</b><br>
</div><br>
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<div></div><p><b>Requisition ID: </b>req1382<br>
<b>Employment Type:</b> Unclassified Regular Full-Time (URF)<br>
<b>Division:</b> Contact Center<br>
<b>Compensation:</b> 67,081.00 - 90,000.00, Annual Salary<br>
<b>Job Closing: </b>5/10/2026<br>
<b>Location:</b> TRS Headquarters Building 1
<br>
4655 Mueller Boulevard<br>
Austin, TX, 78723<br>
United States
</p><p><b>WHO WE ARE:</b>
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In the Pension Services Division, we cultivate connection with our more than 2 million valued members by striving for excellence through counseling and administering benefits for retirees, active members, and employers. It is our goal to ensure our members have personalized service for pension benefits every day.
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Joining our fast-paced team you&rsquo;ll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship, you&rsquo;ll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives.
</p><p></p><p>The Contact Center Speech Analytics Specialist is responsible for optimizing and maintaining speech analytics systems to ensure accurate and effective voice data processing across contact center and IVR platforms. This role focuses on analyzing member interactions, tuning recognition models, and implementing improvements to enhance customer experience and operational efficiency. The specialist will collaborate closely with contact center operations, quality assurance, and technology teams to deliver actionable insights and system enhancements.<br>
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<b>WHAT YOU WILL DO:</b></p><div><b>
Speech Analytics Optimization and Tuning</b><br>
<ul><li>Review IVR speech prompts and member interaction voice files; ensure utterances, intents, and sentiment are properly mapped and configured across contact center and IVR systems.</li><li>Detect patterns, trends, and error sources in speech recognition accuracy; perform root cause analysis and implement targeted tuning strategies to improve recognition, intent detection, and sentiment classification.</li><li>Develop, maintain, and update keyword and phrasing libraries; expand synonyms/variants and retire low‑value terms to keep the library current and performant.</li><li>Conduct ongoing utterance and sentiment reviews&mdash;~100 words/phrases per day, spending 2&ndash;3 minutes each to confirm capture accuracy, correct intent/sentiment mapping, adjust system settings, and re‑sample to validate improvements.</li><li>Track recognition accuracy, false positives/negatives, intent match rates, sentiment reliability, and other tuning performance indicators; set thresholds and alerts for degradation.</li><li>Assist in researching and implementing new technologies and industry practices; stay current with advances in speech analytics, IVR, AI and contact center tools to drive incremental enhancements.</li></ul><br>
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Data Analysis, Insights and Reporting</b><br>
<ul><li>Collect and analyze speech data for utterance accuracy, intent mapping, and sentiment scoring across member and employee interactions; confirm proper classification and identify mis-mapped items.</li><li>Track and trend words/phrases spoken by members; surface common member issues and friction points; quantify changes over time to measure the impact of tuning and operational adjustments.</li><li>Develop and run reports on accuracy of utterances, intents, and sentiment; monitor effectiveness of tuning efforts and make necessary adjustments based on observed outcomes.</li><li>Provide regular and ad-hoc reports and executive-ready insights to stakeholders; create and present data, trends, and recommendations to Pension Services leadership on speech analytics performance and service impacts.</li><li>Ensure appropriate knowledge base articles are delivered to the desktop based on conversation context; recommend terminology adjustments across website, IVR scripts, written communications, and counselor call scripts to remove comprehension barriers.</li></ul><br>
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Collaboration, Integrations and Program Administration</b><br>
<ul><li>Coordinate with Contact Center leadership and Infrastructure Operations to evaluate, recommend, and initiate changes to telephone and speech systems; ensure changes follow governance and change‑management processes.</li><li>Collaborate with QA, IVR, Knowledge Base, Contact Center operations, and Pension Services leadership to seamlessly integrate speech analytics solutions and share findings regularly.</li><li>Work with Quality Assurance to identify trends indicating service gaps; translate analytics observations into actionable remediation plans (training, scripting, knowledge, IVR routing, etc.).</li><li>Initiate and lead regular meetings with stakeholder departments to continuously share insights, recommendations, and progress; capture and track action items through closure.</li><li>Maintain SOPs for data review, tuning workflows, re‑sampling methods, and reporting cadence; document system changes and outcomes to build organizational knowledge.</li><li>Maintain knowledge of industry trends and advancements (tools like NICE, Verint, CallMiner, Genesys) and propose pilots or adoption paths where value is clear.</li></ul><br>
Performs related work as assigned.</div><br>
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<div><b>WHAT YOU WILL BRING:</b><br>
<br>
<b>Required Education:</b><br>
<ul><li>Bachelor's degree from an accredited college or university in Computer Science, Linguistics, or closely related field.</li><li>High school diploma or equivalent and additional full-time experience in speech analytics, natural language processing or related experience may be substituted on an equivalent year-for-year basis.</li></ul></div><div><b>
Required Experience</b><br>
<ul><li>Three (3) years of full-time directly related, progressively responsible experience in speech analytics, natural language processing or related experience.</li><li>Experience with speech analytics software including Omilia, Enlighten, NICE, Verint, CallMiner, or Genesys.</li></ul></div><div><b>
Preferred Qualifications</b><br>
<ul><li>Previous experience in contact center customer service roles.</li><li>Experience with NICE/inContact contact center operations and IVR systems, including analytics tools.</li><li>Certifications in relevant areas (e.g., data analytics, project management, or specific speech analytics tools).</li><li>Knowledge of machine learning and data analysis techniques.</li></ul></div><div><b><br>
Knowledge of</b><br>
<ul><li>Speech analytics concepts, natural language processing, and sentiment analysis.</li><li>Contact center operations and IVR systems.</li><li>Data analysis techniques and visualization tools.</li><li>Industry best practices and emerging technologies in speech analytics.</li><li>Root cause analysis and performance optimization methods.</li></ul><br>
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Skill in</b><br>
<ul><li>Analyzing and interpreting speech data to identify trends and improve accuracy.</li><li>Using speech analytics software and related tools.</li><li>Developing and implementing tuning strategies for speech recognition and sentiment analysis.</li><li>Applying data analysis and visualization tools (SQL, Python, R, Power BI, Tableau).</li><li>Communicating complex technical insights clearly to non-technical stakeholders.</li><li>Collaborating effectively with cross-functional teams.</li></ul><br>
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Ability to</b><br>
<ul><li>Translate data insights into actionable recommendations for improving member experience.</li><li>Work independently and manage multiple priorities in a fast-paced environment.</li><li>Adapt to evolving technologies and processes.</li><li>Maintain attention to detail while handling large volumes of data.</li><li>Build and maintain positive working relationships across departments.</li></ul></div><br>
<br>
<br>
<b>Military Occupational Specialty (MOS) Codes:</b>
<br>
Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty ( https://www.trs.texas.gov/files/trs-military-crosswalk.xlsx ) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at careers@trs.texas.gov with questions or for additional information.
<br>
<br>
To view all job vacancies, visit www.trs.texas.gov/careers or www.trs.csod.com/careersite.
<br>
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For more information, visit www.trs.texas.gov.</div><p></p>

Contact Center Speech Analytics Specialist

Join Teacher Retirement System of Texas and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Teacher Retirement System of Texas

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Executive Assistant Internal Audit

Contact Center Speech Analytics Specialist