Speech & Text Analyst

:Transportation allowance Canteen Subsidy Night Shift allowance as per process Schedule Attendance Bonus Health Insurance Tuition Reimbursement Incentive components campaign wise Work Life Balance Initiatives Rewards & Recognition Internal movement through IJP

What You’ll Be Doing:

Create Speech Analytics language content for requested insights Create searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment Analyze recorded audio and audio-based data sets for critical insights, patterns, and trends in order to develop and communicate ROI opportunities to the management team Make recommendations and define data strategies to solve critical business problems Compile information through multiple sources; understand key performance indicators and spot trends and patterns Accurate delivery of comprehensive analysis and reports Package and deliver key findings and briefings, providing detailed and summarized analysis along with recommendations for strategic decision-making Craft documentation, including process maps, diagrams, manuals, charters, and scopes Collaborate and communicate effectively with internal Program Manager, as well as business partners and stakeholders Proactively identify and deliver actionable business insights based on indicators Supports projects and initiatives within the department Assists with routine and ADHOC requests Be flexible in an environment by championing and embracing change

What We Expect You To Have:

Experience leading small to medium-sized projects involving complex data sets and high variability. Working knowledge of Lean and Six Sigma methodologies would be an added advantage Computer proficiency in MS Office – Outlook, Word, Excel, and PowerPoint Knowledge of Access, SQL, other scripting languages will be a plus Flexible in working hours is a must Good oral & written English skills and interpersonal communication skills Exceptional listening and analytical skills Ability to display excellent customer service to meet the needs and expectations of both internal and external customers Ability to effectively organize, prioritize, multi-task, and manage time Ability to work independently Excellent attention to detail Ability to exercise strict confidentiality in all matters Bachelors or equivalent combination of education and experience 2+ years knowledge and direct experience using speech analytics technology to build categories, construct queries, and build reports Minimum 1-year experience with data analysis, report building, or Quality Auditor role in Contact Center

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