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Analyst (Speech Analytics)

Eingestellt von Synectics

Gesuchte Skills: Design

Projektbeschreibung

This is a dedicated position responsible for utilizing Speech Analytics platform, actual customer calls and other data sources within the enterprise to conduct a detailed analysis of recorded customer phone-call interactions. The Analyst will capture and provide insight into the voice of the customer by utilizing a Speech Analytics platform. This Analyst should also have the capability to research independently or interact with cross-functional teams to make process improvement recommendations.

RESPONSIBILITIES

- Participates in project meetings and interface with process owners to gather business processes and needs.
- Translates process needs into development on the Speech analytics program. Build queries (called lexicons) on Speech Analytics Software to identify key words or phrases from audio call recordings. (Training would be provided in-house if needed.).
- Compares outputs from Speech Analytics Queries against actual call monitoring (listening to calls) to test for calibration and accuracy.
- Collects data from existing reports or from audio recordings directly to analyze business process performance, key metrics and impacts on customer experience.
- Identifies unanticipated trends/patterns, or anomalies during data analysis and alert process owners and key stakeholders for immediate review.
- Develops reports based on information collected and analyzed from multiple channels and help stakeholders develop informed decisions on existing and new systems/processes
- Coordinates project tasks and project life cycle phases for small to mid-size projects (ie defining requirements, documentation, and process flows, etc.) to meet customer goals and requirements.
- Conducts root cause analysis using knowledge of applications, interfaces, and technology for defect resolution. Assists with scope definition and implementation of a solution.

SKILLS

Business Acumen: Business acumen, vertical knowledge and ability to translate business objectives into functional requirements. Familiarity with company strategic planning and business initiatives. Authority to present recommendations for process improvements. Ability to multitask, prioritize and manage tight timelines
System Maintenance/Administration: Experience in utilizing Speech Analytics platform (Nice, Call Miner, Verint, etc). Ability to maintain defined categories and monitor results progress. Build and maintain Lexicons, Queries, and Rules related to categories. Ability to design, create and tune new categories to address new initiatives. Ability to define Root Cause Analysis views and data mining manipulation.
Reporting: Ability to design and set-up meaningful reports to address business objectives. Schedule and maintain trending reports and alerts to key business stakeholders. Setup dashboard views for various business users and accurately communicate analysis results to stakeholders with clear conclusions and recommendations.
Analytical Skills: Ability to analyze and interpret data and business processes. Ability to identify and utilize best practices for analysis requirements. Ability to build effective presentations and present them to management. Ability to communicate with all levels of employees within the organization.
Communication Skills: Ability to lead group discussions to gather requirements for new business initiatives. Ability to communicate with all levels of employees within the organization.
Education experience in databases would be helpful. Call Center/Contact Center experience would be desirable. Previous Speech Analytics experience would be helpful. Project management experience is desirable

Synectics is an Equal Opportunity Employer.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Medien/Design

  • Skills:

    design

Synectics