Speech & Text Analyst

:Transportation allowanceCanteen SubsidyNight Shift allowance as per processSchedule Attendance BonusHealth InsuranceTuition ReimbursementIncentive components campaign wiseWork Life Balance InitiativesRewards & RecognitionInternal movement through IJP

What You’ll Be Doing:

Create Speech Analytics language content for requested insightsCreate searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environmentAnalyze recorded audio and audio-based data sets for critical insights, patterns, and trends in order to develop and communicate ROI opportunities to the management teamMake recommendations and define data strategies to solve critical business problemsCompile information through multiple sources; understand key performance indicators and spot trends and patternsAccurate delivery of comprehensive analysis and reportsPackage and deliver key findings and briefings, providing detailed and summarized analysis along with recommendations for strategic decision-makingCraft documentation, including process maps, diagrams, manuals, charters, and scopesCollaborate and communicate effectively with internal Program Manager, as well as business partners and stakeholdersProactively identify and deliver actionable business insights based on indicatorsSupports projects and initiatives within the departmentAssists with routine and ADHOC requestsBe 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 advantageComputer proficiency in MS Office – Outlook, Word, Excel, and PowerPointKnowledge of Access, SQL, other scripting languages will be a plusFlexible in working hours is a mustGood oral & written English skills and interpersonal communication skillsExceptional listening and analytical skillsAbility to display excellent customer service to meet the needs and expectations of both internal and external customersAbility to effectively organize, prioritize, multi-task, and manage timeAbility to work independentlyExcellent attention to detailAbility to exercise strict confidentiality in all mattersBachelors or equivalent combination of education and experience2+ years knowledge and direct experience using speech analytics technology to build categories, construct queries, and build reportsMinimum 1-year experience with data analysis, report building, or Quality Auditor role in Contact Center

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