principal analyst, OperationsTTEC

Position Summary:
Provides value added services to the TeleTech client base through the generation of business insights and analysis of operational data, quality metrics, voice of the customer, and use of speech analytics tools where available.
Duties and Responsibilities:
Support Operations and Quality partners in creating proactive solutions analytics for business reviews and ad hoc analytics requests.
Responsible in tracking Proactive Solutions for supported verticals
Lead Proactive Solutions process for Non-QIA supported programs
Facilitate brainstorming sessions to determine root cause and come up with solutions using the standard customer journey mapping process
Create analytics decks that summarize the data set, methodology, key findings, and proactive solutions
Help and train the QA team in establishing regular reporting/analytics especially for newly launched programs
Create speech analytics queries using NICE/Nexidia, or other available speech analytics tools where applicable or necessary
Support the implementation of TTEC's Cognitive QA solution (suite of tools that utilize speech analytics and other Quality Management/Optimization features to help drive quality, coaching, and performance improvement)
Train other Business Analysts, Quality, or Operations partners as needed
Compile and clean all available data (QA, CSAT/NPS/VOC, AHT, FCR, and other metrics) in order to generate reliable and statistically valid analysis
Present business reviews/analytics decks when necessary
Create and automate report and insight generation through PowerBI, PowerApps and Power Automate
Conduct business intelligence and market research to support and solidify analytics output
Conduct business analytics for Enterprise wide data (ClientSat Surveys, Salesforce data, etc.)
Use statistical analysis and six sigma concepts for problem solving and generating insights for clients
Create tools and templates that will optimize processes for Operations and Quality
Support the Transformation and Proactive Solutions team with their initiatives as needed
Qualifications:
At least 5 years work experience in similar roles
Extensive experience using MS Excel and MS PowerPoint. Additional experience in other MS products preferred.
At least Six Sigma WhiteBelt. Higher level Six Sigma certification preferred.
Knowledge in Lean Six Sigma
Strong written and verbal communication skills
Strong interpersonal skills
Critical thinking with high attention to detail
Knowledge in speech analytics tools preferred
Ability to respect and ensure strict confidentiality of data
Demonstrate multi-tasking capability in a fast-paced environment
Highly adaptable to changing priorities and projects
Knowledge/experience in the call center business
TTEC

Pampanga
Permanent
Full-time