Summary of Primary Job Responsibilities :
This full-time position, is accountable for analysis of customer conversations / interactions utilizing an advanced speech analytics solution.
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.
Requirements gathering, definition and documentation and identification and creation of words and phrases 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 callcenter environment.
Make recommendations and define data strategies that solve critical business problems.
Own on-time accurate quality delivery of analysis and reports / visualization in tight alignment with specified analytical objectives and / or ROI utilizing best practice speech analytics methodologies.
Package and deliver key findings and briefings via Ms Office Suite.
Collaborate & communicate effectively with internal Project Champion, as well as business sponsor executives and stakeholders.
Education : College graduate required
Experience Target : Minimum of two years of experience in Reporting, or more than two years of Quality experience demonstrating knowledge of call center operations, goals and processes.
Strong PC and office software skills.
Excellent verbal and written communication skills required.
Strong customer service and interpersonal skills.
Strong people management skills.
Research, analytical, and problem-solving skills.
Intermediate to advanced MSOffice Skills
Knowledge / Abilities :
Knowledge and effective use of quality management processes and tools.
Ability to work well independently or within a team.