This position is accountable for analysis of customer conversations/interactions utilizing anadvanced speech analytics solution. Responsibilities include understanding the organizations business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization.
Key Responsabilities:
The ideal candidate will possess strong analytical skills, root-cause analysis, and attention to detail. Day-to-day responsibilities include requirements gathering, documenting, and identifying of words and phrases for the creation of categories and scores that are used to drive business value utilizing the speech analytics solution.
Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
Package, deliver, and at times present key findings and briefings.
Collaborate & communicate effectively with business sponsors, executives, and stakeholders.
Ability to build and maintain strong client relationships.
Contribute to business value knowledge base and accurate support hand-offs.
Utilize best practice speech analytics methodologies.
Individual must be a confident team player who can work well with others, mentor new team members and provide (and receive) constructive feedback.
Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must.
Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
Requirements:
English B2 or higher.
Bachelors dregree in Indutrial engineer, systems engineer, telecommunications or related.
1-year experience in quality, data analytics.
Should have worked on process improvement, CSAT scrubbing or RCA projects.
Understanding of concepts of Lean Six Sigma, process improvement etc. will be added advantage.
Experience in speech analytics/speech recognition will be added advantage.
Advanced Microsoft Excel and PowerPoint and Power BI is a plus.
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