senior analyst, advanced business AnalyticsTeletech Customer Care Management Philippiness Inc

Job Description : 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 whe Job Description : 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. Use statistical analysis and six sigma concepts for problem solving and generating insights for clients. 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. Qualifications: At least 4 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 #LI-KD1
Monster

Philippines
Permanent
Full-time