Senior Analyst, Advanced Business Analytics
Position Summary:
Systems Administrator and Analyst for Nexidia Interaction Analytics and Quality Central for a TTEC client. Create speech analytics queries and provide business insights to operations and client stakeholders, while also supporting the administration of the tool.
Duties and Responsibilities:
Administration of Nexidia Interaction Analytics and Quality Central system.
Responsible for creation of scorecards, user access, profile updates, workflows, reports, and other available features in Nexidia.
Troubleshoot or escalate system issues as needed
Create speech analytics queries using Nexidia, or other available analytics tools where applicable or necessary.
Use statistical analysis and six sigma concepts for problem solving and generating insights.
Deep dive into call recordings and other available data to determine root cause and proactive solutions.
Create analytics decks that summarize the data set, methodology, key findings, and proactive solutions.
Serve as SME for training/coaching end-users in utilizing the different features of the Nexidia tool.
Train other Analysts, Quality Specialists, or Operations partners as needed.
Present business reviews/analytics decks to internal and external stakeholders.
Qualifications:
At least 2 years work experience in an analytics role
Knowledge and experience in using Nexidia Interaction Analytics.
Experience with other speech analytics platforms is a plus
Proficient in MS Excel and MS PowerPoint. Additional experience in other MS tools is a plus.
At least Six Sigma WhiteBelt. Higher level Six Sigma certification preferred.
Strong written and verbal communication skills
Strong interpersonal skills
Critical thinking with high attention to detail
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
Position Summary:
Systems Administrator and Analyst for Nexidia Interaction Analytics and Quality Central for a TTEC client. Create speech analytics queries and provide business insights to operations and client stakeholders, while also supporting the administration of the tool.
Duties and Responsibilities:
Administration of Nexidia Interaction Analytics and Quality Central system.
Responsible for creation of scorecards, user access, profile updates, workflows, reports, and other available features in Nexidia.
Troubleshoot or escalate system issues as needed
Create speech analytics queries using Nexidia, or other available analytics tools where applicable or necessary.
Use statistical analysis and six sigma concepts for problem solving and generating insights.
Deep dive into call recordings and other available data to determine root cause and proactive solutions.
Create analytics decks that summarize the data set, methodology, key findings, and proactive solutions.
Serve as SME for training/coaching end-users in utilizing the different features of the Nexidia tool.
Train other Analysts, Quality Specialists, or Operations partners as needed.
Present business reviews/analytics decks to internal and external stakeholders.
Qualifications:
At least 2 years work experience in an analytics role
Knowledge and experience in using Nexidia Interaction Analytics.
Experience with other speech analytics platforms is a plus
Proficient in MS Excel and MS PowerPoint. Additional experience in other MS tools is a plus.
At least Six Sigma WhiteBelt. Higher level Six Sigma certification preferred.
Strong written and verbal communication skills
Strong interpersonal skills
Critical thinking with high attention to detail
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
Other Info
Pampanga
Permanent
Full-time
Permanent
Full-time
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TTEC
About the company
TTEC jobs
Mandaluyong City, Metro Manila
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About the company
TTEC jobs
Mandaluyong City, Metro Manila