This full-time position, a critical role in the fast-growing Professional Services group, is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the call center’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 call center.
This role is perfect for a rising-star do-what-it-takes highly disciplined self-starter with solid collaboration & communication skills who thrives on data, language, and technology. The ideal candidate must possess strong analytical skills, root-cause analysis and attention to detail. Day-to-day responsibilities include 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.
The Speech Analyst is the subject matter expert in understanding the dynamic relationship of the Contact Center and customers. This role has the following primary responsibilities which includes departmental performance in achieving defined Operations objectives including improving customer experience, driving ease, increasing automation and brand protection are met.
ESSENTIAL DUTIES AND TASKS :
- Automate existing listening efforts in order to allow for reallocation of current listening resources
- Provide regular validation analysis of speech analytics output through review of developed categories to ensure they remain updated with current business and customer lexicon.
- Collaborate with Contact Center and Operations leadership in support of departmental objectives.
- Develop end to end process of automated trending of customer interactions, communication of results including highlighting of key changes and integration of feedback to enhance future efforts.
- Analysis of interaction trends for continuous improvement opportunities, delivery of recommendations and ownership of change initiatives.
- Ingest and explore customer interaction experience data and evaluate the cause and effect relationship of operational change on customer experience. Develop and communicate predictive impacts, including financial impacts on departmental expenses.
- Foster collaborative working relationships with cross-functional teams including Partner Management, Learning and Development, Contact Center, HR, IT and others.
EDUCATION and/or EXPERIENCE
- Business Analytics and/or Business Analysis background desired (1-3 years total professional experience)
- Bachelor degree in Computer Information Systems, Computer Science or Linguistics desired.
- Call center or operational experience a plus.
QUALIFICATIONS & REQUIREMENTS
- Experience in preparing written project status reports and executive briefings.
- Experience in speech analytics/speech recognition a plus.
- An interest in languages, writing and/or reading is a plus.
- Must have excellent written and verbal communication skills.
- Must be able to read/write/speak the English language, Spanish a plus.
- Understand written/oral instruction.
- Must be able to work a variable schedule, including evenings and weekends, based on call center needs.
- Must be proficient in Word, Excel and data base programs.
- The ideal candidate will thrive on change and possess an inquisitive mind.
