Admin - Speech Analytics

The Speech Analyst will be responsible for the performance of the overall Quality speech analytics category design and leveraging tools to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations.

This individual will work cross-functionally with various groups internally and externally. Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses for the execution of scorecards.

The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations for the betterment of the company. The position requires an understanding of speech analytics, file structures, IT tools, and statistics in order to assess opportunities effectively.

Ability to understand the organization's business objectives and goals, analyze recorded audio and audio-based data sets for critical insights

Provides ongoing speech category design

Ability to determine opportunities through analysis of current or future trends

Weekly/monthly reporting to management and business units

Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes

Clearly articulates thoughts and ideas in oral and written presentations

Contributes creative ideas to conduct thorough analysis to estimate risk/reward

Assists other users with data analysis as needed

Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance.

Education: (if beyond High School or equivalent):

Undergraduates or Graduates in any stream. - Bachelor's degree in analytical or quantitative field preferred

Experience Target: (specify if in this job or a related function or field:

Minimum 2 years prior work experience including QA Experience. Data and/or statistical analysis.

Knowledge/Skills/Abilities: (identify essential knowledge, skills and abilities required and identify additional competencies that enable success in performing this job-–essential skills should be noted as required, others may be noted as preferred)

Skills with CallMiner, Nexidia, NICE, Verint or other speech analytics package preferred.

Highly disciplined self-starter with solid collaboration & communication skills

Advanced skills in Microsoft applications such as Excel (charts, formulas, macros),PowerPoint, and Visio

Some experience with Lean or Six Sigma a plus

Dealing with comprehensive reporting requirements a plus

Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment

Natural entrepreneurial interests a plus point

QA Automation, Creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc.

60%

Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc.

20%

Creating WBR decks, Training, Attending Client Calls, etc.

20%