Text Analytics - Consumer Insights Analyst
- Capita India
- 2 to 7 Yrs
- Mumbai
- 3 years ago
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Job Description
Role Objective:
Frontline text analytics resource conducting analysis and provide customer insights which will help benefit end customer and business
Roles & Responsibilities:
- Monitor and analyze customer interactions (chats, e-mails & social media posts) across various LOBs with the use of Text Analytics tools
- Sentiment & emotions analysis for customer interactions
- Root cause analysis to identify opportunities to improve customer experience
- Carry out Secondary research on current market trends and how the client can replicate/ enhance those practices
- Provide actionable insights to various internal support groups as needed through data reports and analysis
- Provide insights basis the analysis for improvement in processes & policies
- Ensure root cause analysis with desired actions is proposed to clients and senior management
- Task oriented, carry out activities clearly defined within a job/role description. Is responsible for their individual performance targets and contribution to team performance targets
- Website Traffic analysis, Conversion Funnel Analysis
- Identify opportunities to increase scale & competency within the handled domain
- Be able to connect data analysis with business requirement to achieve efficiency
- Be able to automate categorisation of customer interactions though python coding which can be used for enhancing business
Candidate Skillsets:
- Must haves: At least 4 years of work experience in Analytics, with 2 years or more in Text Analytics.
- Experience of working with Python models and management of data tables for 2 years or more.
- Excellent powerpoint skills
- Advanced excel with VBA, excel formulas and pivots
- Proficient with Python
- Exposure to working with Omniture (Good to have) or any other web analysis tool
- Power BI (Good to have)
- Data Analysis and basic experience with statistical concepts
- Prior stakeholder management (atleast 1-2 years)
- Ability to think and build a story
- Ability to work on multiple tasks within tight timelines
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Statistics / Analytics
Functional Area: Not Applicable
Role/Responsibilies: Text Analytics - Consumer Insights Analyst
Contact Details:
Company: Capita IndiaLocation(s): Mumbai
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₹ lt; Rs 50000 /Yr
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Capita India
Capita is the UK¢¢s leading provider of business process management and integrated professional support service solutions. With 70,000 dedicated staff across the UK, Europe, South Africa and India, we help make processes smarter, organisations more efficient and customer experiences better.
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