Summary             

Responsible for advanced analysis of speech data, driving insights, and lead collaboration with cross-functional teams to improve business processes and customer satisfaction. The ideal candidate will have a strong background in data analytics, excellent problem-solving skills, and proficiency in speech analytics tools.

 

Essential Duties & Responsibilities          

Conduct advanced analysis of speech data from customer interactions to uncover complex trends, patterns, and insights. Develop and implement sophisticated algorithms and models to extract valuable information from audio recordings and textual transcripts. Collaborate with stakeholders from various departments to understand business objectives and provide actionable recommendations based on speech analytics insights. Lead root cause analysis initiatives to identify underlying issues impacting customer experience and operational efficiency. Design and deliver comprehensive reports, dashboards, and presentations to communicate findings and insights to stakeholders at all levels of the organization. Continuously evaluate and refine speech analytics methodologies, processes, and tools to enhance analytical capabilities and drive innovation. Provide mentorship and guidance to junior analysts, sharing best practices and fostering a culture of continuous learning and improvement. Partner with IT and data engineering teams to ensure the integrity, security, and scalability of speech analytics solutions. Complete and perform other project team duties and assignments as required by leadership team.

Education            

Bachelor’s degree in Computer Science, Data Analytics, Business Administration, or related field.

Requirements   

3-6 years of experience in speech analytics, data analysis, or a related field, with a proven track record of delivering impactful insights and recommendations.Expertise in speech analytics tools such as Verint, NICE, CallMiner, or similar platforms.Advanced skills in Microsoft Suite, with a focus on Excel (manipulating pivot tables, applying advanced formulas, and utilizing other Excel tools not limited to Data Analysis, Power Query, etc); and PowerPoint (for designing and creating effective and compelling visualizations)Advanced analytical skills with proficiency in statistical analysis, and data storytelling.Strong problem-solving skills with the ability to tackle complex analytical challenges and derive actionable insights from large and unstructured datasets.Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.Experience in project management, including planning, execution, and stakeholder management.Proficiency in data visualization tools such as Power BI, Tableau, or similar platforms.Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects and priorities simultaneously.Strong attention to detail, with a commitment to delivering high-quality work and driving continuous improvement.