Speech Business Analyst - Speech Analytics
The Speech Business Analyst is responsible for the analysis and tracking of customer conversations / interactions utilizing an advanced speech analytics solution.
Other responsibilities include understanding the organization's business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and proposing solutions to the organization.
This role will also have customer facing opportunities and the individual will need to be able to speak to the data and insights that was identified.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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 SAT, BI and 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 ability 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
Must have extensive knowledge in Microsoft Suite, specifically Excel and PowerPoint; pivot tables, 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
EDUCATION and / or EXPERIENCE
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
Supervisory / Management Responsibility :
Internal Collaborate with other analysts in their everyday functions and tasks to accomplish deliverables and expectations
Partner with other departments such as quality and operations as needed
Ability to lift and / or move 20 pounds with or without accommodation.
Travel up to 25% within metro Manila based on business need