Speech & Text Analyst

6 months ago

Vadodara, India Etech Full time
Transportation allowanceCanteen SubsidyNight Shift allowance as per processHealth InsuranceTuition ReimbursementIncentive components campaign wiseWork Life Balance InitiativesRewards & RecognitionInternal 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 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 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.

We Expect You To Have

Bachelors 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 CentreExperience 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 plusFlexible in working hours is a mustGood oral & written English skills and interpersonal communication skillsExceptional 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.

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