Speech & Text Analyst
3 weeks ago
Job Summary
We are seeking a highly skilled Speech & Text Analyst to join our team at Etech. As a key member of our organization, you will be responsible for creating speech analytics language content, analyzing recorded audio and data sets, and developing business insights to drive strategic decision-making.
Key Responsibilities
- Create speech analytics language content for requested insights.
- Analyze recorded audio and data sets for critical insights, patterns, and trends.
- 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 and understand key performance indicators.
- Accurately deliver comprehensive analysis and reports.
- Package and deliver key findings and briefings, providing detailed and summarized analysis along with recommendations.
- Craft documentation, including process maps, diagrams, manuals, charters, and scopes.
- Collaborate and communicate effectively with internal stakeholders and business partners.
Requirements
- Bachelor's degree or equivalent combination of education and experience.
- 2+ years of 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 Centre.
- Experience leading small to medium-sized projects involving complex data sets and high variability.
- Working knowledge of Lean and Six Sigma methodologies.
- Computer proficiency in MS Office – Outlook, Word, Excel, and PowerPoint.
- Knowledge of Access, SQL, and other scripting languages.
- Flexible working hours and excellent communication skills.
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