Job description:

The analyst is responsible for the overall creation and upkeep of Speech Analytics categories and its effectiveness across client verticals. The individual will be responsible for designing categories, meeting quality standards, querying and extrapolating data, and leveraging data analysis best practices to help solve business problems.

 

Key responsibilities include:

• Create Speech & Text Analytics categories through research, creation, and auditing

• Listen to calls and analyze chats to identify trends and opportunities around operational efficiency, customer experience, etc.

• Extract, interpret, and quantify data around operational efficiency and business intelligence

• Design and deliver reports and insights that analyze business functions and key operations and performance metrics

• Consult with internal and external stakeholders on business operations and performance initiatives under guidance from manager

• Gather, review, and assess client data, information, or documentation related to existing business operations, processes, capabilities, and metrics

• Help complete all phases of a client engagement, including but not limited to planning, due diligence, discovery activities such as data collection and focus groups, data cleaning, qualitative and quantitative analysis, and reporting results

• Lead interviews, focus groups, and side-by-side observations of client personnel to document current business and operational processes as an input to process improvement initiatives

• Develop key components of client deliverables (includes ROI analysis, statistical analysis, strategic assessments, communications, and business processes) and/or oversee the work of project Analysts

• Conduct internal and client-facing presentations to stakeholders to provide findings and recommended changes for improvement initiatives

 

 

Qualifications:

• Knowledge and Ability to use Speech & Text analytics platform to create categories and analyze data

• Experience building categories and meeting quality standards in applications like CallMiner, Verint, or Nice is a plus

• Confidently communicate ideas to internal and external stakeholders

• Desire to work on team deliverables where individual achievements are components of a larger effort

• Display an exceptional ability to take initiative and ownership with focus on continuous improvement

• Excellent attention to detail

• Strong problem-solving, analytical, and quantitative skills

• Knowledge of statistical concepts and applications

• Working knowledge of contact centers and self-service channels preferred

• Bachelor's degree in related field from a four-year college or university with four to six years of consulting or analytics experience preferred

• Advanced Microsoft Office skills