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