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Speech Analyst - Delhi/NCR - Teleperformance @ Teleperformance Global

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 Speech Analyst - Delhi/NCR - Teleperformance

Job Description

Interaction Analytics AnalystThis position is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organizations business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization.


ESSENTIAL JOB RESPONSIBILITIES


The ideal candidate will possess strong analytical skills, root-cause analysis and attention to detail. Day-to-day responsibilities include: requirements gathering, documenting, and identifying of words and phrases for the creation of categories and scores that are used to drive business value utilizing the speech analytics solution.

  • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
  • Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
  • Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
  • Package, deliver, and at times present key findings and briefings.
  • Collaborate & communicate effectively with business sponsors, executives and stakeholders.
  • Ability to build and maintain strong client relationships.
  • Contribute to business value knowledge base and accurate support hand-offs.
  • Utilize best practice speech analytics methodologies.
  • Individual must be a confident team player who can work well with others, mentor new team members and provide (and receive) constructive feedback.
  • Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must.
  • Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
  • Excellent communication skills and a positive attitude are required.

PREFERRED QUALIFICATIONS:

  • Speech, Business, and/or Data Analytics background desired (3+ years).
  • Degree in Data Science, Business Analytics, Computer Information Systems, Computer Science or Linguistics desired; or equivalent experience
  • Experience in preparing and presenting written project status reports and executive briefings.
  • Experience in speech analytics/speech recognition.
  • Experience with CallMiner Eureka, Nexidia, Verint, Mattersight, NICE or other Interaction Analytics platforms preferred
  • Fluent in English required; written and spoken
  • An interest in languages, writing and/or reading is a plus

Interested candidates can share their resumes on be*************h@te************e.com


US Timings fixed

Job Classification

Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Quality
Role: Quality
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Any Postgraduate in Any Specialization, Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required

Contact Details:

Company: Teleperformance Global
Address: Plot No. 408,,,PHASE-III,UDYOG VIHAR, , , GURGAON, Haryana, India
Location(s): Delhi, NCR

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Keyskills:   Quality Analysis Verint speech analyst Data Science Speech Recognition Business Analytics Feedback Speech Analytics Contact Center Computer Science Data Analytics Strong Analytical Skills

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₹ 3,00,000 - 8,00,000 P.A

Teleperformance Global

Teleperformance DIBS formerly known as Intelenet Global Services.