speech business Analytics analyst - customer experience AnalyticsM2MJ Human Resources Consulting

Description
Job Description:
• Responsible for the analysis and tracking of customer conversations/interactions utilizing an advanced
speech analytics solution.
• Understanding the organization's business objectives and goals
• Analyzing recorded audio and audio-based data sets for critical insights, patterns and trends
• Communicating analysis and proposing solutions to the organization.
• Uncovers and understands KPI's and various performance metrics set forth by the client in order to
understand how to derive relevant data using speech analytics
• Identifies additional sources of data that can be cross correlated with speech analytics data to arrive at
actional insights
• Collaborates with various teams to translate data output into actionable insights for both operations and
customer.
• Able to ingest data, measure, quantify and monetize process changes to scale impact
• Proficiently able to navigate MS Excel and PowerPoint to both data mine as well as visualize data for
ease of interpretation and application by audience.
• Interprets speech and non-speech data to quantify statistics regarding customer satisfaction, agent
capability and process.
• Extensive ability to clean, mine and interpret data from multiple data sources
• Identifies relevant phrases and words that can then be included in post-processing of customer-agent
interactions.
• Quickly and efficiently confirms both positive and negative performances of call center agents so that
re-training programs may be implemented as quickly as possible.
• Provides automated assessments of trends within call center teams so that owners can make
necessary adjustments expeditiously.
• Track performance metrics to monitor, measure, and report on effectiveness and goal attainment
• Provide leadership with feedback on opportunities for optimization based on performance indicators
• Construct searches and reports designed for automated analysis and topic identification in recorded
conversations from a call center environment
• Assist leadership with defining data strategies that solve critical quality issues
• Compile information from multiple sources, understand key performance indicators and spot trends and
patterns
• Generate comprehensive reports and perform regular and ad-hoc analysis of scorecards
• Participate in the development of process improvements and assess pre and post implementation
change
Job Requirements:
• Bachelor's Degree in Technology or Business preferred
• 1+ years' experience in business analytics, speech analytics, and/or reporting
• Experience with Verint speech analytics solutions preferred
• Must have extensive knowledge in Microsoft Suite, specifically Excel and PowerPoint; pivot tables, f
formulas, data splices and importing of data
• Preferred experience or exposure in Speech Analytics
• Knowledgeable in call center metrics
• Must be able to accurately and effectively communicate direction with other departmental staff
members both verbally and in writing
• Must be extremely detail-oriented, analytical and logical
• Ability to do business presentations
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Language(s): English
Availability for travel: No
Availability for change of residence: No
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Makati, National Capital Region ·  Today, 07:01 PM
Work type
Full Time