- The Speech Analyst will be responsible for the performance of the overall Quality speech analytics category design and leveraging tools to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations.
- This individual will work cross-functionally with various groups internally and externally. Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses for the execution of scorecards.
- The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations for the betterment of the company. The position requires an understanding of speech analytics, file structures, IT tools, and statistics in order to assess opportunities effectively.
- Ability to understand the organizations business objectives and goals, analyze recorded audio and audio-based data sets for critical insights
- Provides ongoing speech category design
- Ability to determine opportunities through analysis of current or future trends
- Weekly/monthly reporting to management and business units
- Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
- Clearly articulates thoughts and ideas in oral and written presentations
- Contributes creative ideas to conduct thorough analysis to estimate risk/reward
- Assists other users with data analysis as needed
- Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance.
Education :
- Undergraduates or Graduates in any stream. - Bachelors degree in analytical or quantitative field preferred
Experience Target
- Minimum 2 years prior work experience including QA Experience. Data and/or statistical analysis.
Knowledge/Skills/Abilities
- Skills with CallMiner, Nexidia, NICE, Verint or other speech analytics package preferred.
- Highly disciplined self-starter with solid collaboration & communication skills
- Advanced skills in Microsoft applications such as Excel (charts, formulas, macros),PowerPoint, and Visio
- Some experience with Lean or Six Sigma a plus
- Dealing with comprehensive reporting requirements a plus
- Ability to multi-task, responds we'll to pressure and deadlines, and work we'll individually and in a team environment
- Natural entrepreneurial interests a plus point
QA Automation, Creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc
60%
Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc
20%
Creating WBR decks, Training, Attending Client Calls, etc
20%
