Senior Speech Business Analytics Analyst

Senior Speech Business Analytics Analyst | Hybrid - Cubao | Graveyard

Business/Systems Analysts (Information & Communication Technology)

The Business Analyst assists with the analysis and tracking 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.

Responsibilities

• Interprets speech and non-speech data to quantify statistics regarding customer satisfaction, agent capability and process.

• 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

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment

• Compile information from multiple sources, understand key performance indicators and spot trends and patterns

• Provide basic speech analytics guidance to the business for the development, design, and implementation of data initiatives

• Monitor/research speech analytics opportunities in the retail marketplace industry activities and trends to evaluate and address current and emerging issues.

Qualifications

• Bachelor's degree or equivalent experience
• 2+ years’ experience in business analytics, speech analytics, and/or reporting
• Must have extensive knowledge in Microsoft Suite, specifically Excel and PowerPoint; pivot tables, formulas, data splices and importing of data.
• Experience with Verint speech analytics solutions preferred.

Report this job advert

Don’t provide your bank or credit card details when applying for jobs.

Researching careers? Find all the information and tips you need on career advice.