Call Miner Analyst
Sitel
Mandaluyong City, PH, 1550
1d ago

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.

    Skills :

  • 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.
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