Junior Speech Analytics Analyst
Anegino ad no
AE53KK45
Industry
Services
Job Description
TELEPERFORMANCE, worldwide leader in the contact center services, is looking for:
Junior Speech Analytics Analyst
This position is accountable for analysis of customer conversations/interactions utilizing an advanced Interaction analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization to improve processes, policies and services based on data driven insights.
ESSENTIAL JOB RESPONSIBILITIES
The ideal candidate will possess strong analytical skills, preferable Lean Sig Sigma Certified, root-cause analysis and attention to detail. Day-to-day responsibilities include: requirements gathering, documenting, and identifying root cause analysis that provide solutions to improve drive business value utilizing the speech analytics solution.
Pursues everything with energy, drive, and a need to finish. Sees tasks and projects to completion, even in the face of resistance or setbacks; steadfastly pushes self and others for results;
Interact with internal personnel, clients, account managers, and project leaders to assist with the identification of content improvement opportunities;
Analyzing interactions including query building & tuning to evaluate and improve patterns of language for redaction scripts, automated scoring & topic identification – analyzing recorded audio, chat, social media and email to uncover trends and opportunities;
Identify the relationship between metadata and Key Performance Indicators to leverage in the creation of search based categories that captures combinations of keywords & phrases within the system;
Peer review of content to ensure best practices adherence;
Assist other team members with preparation and support on existing accounts, as needed; work to continue developing our methods, materials, and approach;
Ability to organize and manage own work, projects, priorities, deadlines and follow up on assignments with minimal direction;
Construct Ad-Hoc Analysis searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment;
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives;
Package, deliver, and at times present key findings and briefings;
Utilize best practice speech analytics methodologies;
Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must;
Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind;
Excellent communication skills and a positive attitude are required
PREFERRED QUALIFICATIONS:
Speech, Business, and/or Data Analytics background desired (3+ years);
Degree in Business Analytics, Linguistics desired; or equivalent experience;
Experience in preparing and presenting written project status reports and executive briefings;
Experience in speech analytics/speech recognition or Call Monitoring;
Experience with CallMiner Eureka, Nexidia, Verint, Mattersight, NICE or other Interaction Analytics platforms preferred;
Understands how to apply statistical techniques, and their underlying assumptions and limitations.
Bilingual; English plus one or more of the following: German, French, Italian, Portuguese, Spanish;
Be inquisitive and personable with a basic understanding of business strategy, data visualization, and process improvement. Must enjoy independent and group problem-solving;
Minimum 1 year experience with languages, analytics software, or contact centers;
Detail oriented and familiar with reiterative development and testing processes;
Strong oral and written business communication skills;
Ability to adjust quickly and with minimal effort to an agile work environment;
Ability to multi-task across multiple projects and priorities;
Excellent organizational and writing skills; can handle multiple projects at once;
Pass standard background check for PCI Compliance security clearance;
If you are interested then apply sending your CV through Anegino before 15.11.2018
Please specify the position you are applying for!
Junior Speech Analytics Analyst
This position is accountable for analysis of customer conversations/interactions utilizing an advanced Interaction analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization to improve processes, policies and services based on data driven insights.
ESSENTIAL JOB RESPONSIBILITIES
The ideal candidate will possess strong analytical skills, preferable Lean Sig Sigma Certified, root-cause analysis and attention to detail. Day-to-day responsibilities include: requirements gathering, documenting, and identifying root cause analysis that provide solutions to improve drive business value utilizing the speech analytics solution.
Pursues everything with energy, drive, and a need to finish. Sees tasks and projects to completion, even in the face of resistance or setbacks; steadfastly pushes self and others for results;
Interact with internal personnel, clients, account managers, and project leaders to assist with the identification of content improvement opportunities;
Analyzing interactions including query building & tuning to evaluate and improve patterns of language for redaction scripts, automated scoring & topic identification – analyzing recorded audio, chat, social media and email to uncover trends and opportunities;
Identify the relationship between metadata and Key Performance Indicators to leverage in the creation of search based categories that captures combinations of keywords & phrases within the system;
Peer review of content to ensure best practices adherence;
Assist other team members with preparation and support on existing accounts, as needed; work to continue developing our methods, materials, and approach;
Ability to organize and manage own work, projects, priorities, deadlines and follow up on assignments with minimal direction;
Construct Ad-Hoc Analysis searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment;
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives;
Package, deliver, and at times present key findings and briefings;
Utilize best practice speech analytics methodologies;
Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must;
Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind;
Excellent communication skills and a positive attitude are required
PREFERRED QUALIFICATIONS:
Speech, Business, and/or Data Analytics background desired (3+ years);
Degree in Business Analytics, Linguistics desired; or equivalent experience;
Experience in preparing and presenting written project status reports and executive briefings;
Experience in speech analytics/speech recognition or Call Monitoring;
Experience with CallMiner Eureka, Nexidia, Verint, Mattersight, NICE or other Interaction Analytics platforms preferred;
Understands how to apply statistical techniques, and their underlying assumptions and limitations.
Bilingual; English plus one or more of the following: German, French, Italian, Portuguese, Spanish;
Be inquisitive and personable with a basic understanding of business strategy, data visualization, and process improvement. Must enjoy independent and group problem-solving;
Minimum 1 year experience with languages, analytics software, or contact centers;
Detail oriented and familiar with reiterative development and testing processes;
Strong oral and written business communication skills;
Ability to adjust quickly and with minimal effort to an agile work environment;
Ability to multi-task across multiple projects and priorities;
Excellent organizational and writing skills; can handle multiple projects at once;
Pass standard background check for PCI Compliance security clearance;
If you are interested then apply sending your CV through Anegino before 15.11.2018
Please specify the position you are applying for!
Data e aplikimit të fundit : 16 Nëntor 2018