Job Description

Job Title: Sr. Specialist, Global Analytic Insights The analyst is responsible for the overall design & delivery of Speech Analytics projects and effective implementation across clients and verticals. The individual will be responsible for end-to-end aspects related to speech analytics projects namely speech analytics business discovery, identifying and limiting scope basis speech analytics capabilities, designing category structure and requirements to meet analysis needs, querying and extrapolation of data data elements impacting the scope and solve for the same, designing reports within and outside platform (Excel/Tableau/Power BI) to help present and solve business problems as well as leading deployment by leveraging resources aligned. Key responsibilities include: -

• Engaging stakeholders around their business challenges and presenting practical and scalable solutions using speech analytics framework
• Conducting business discovery and gathering requirements related to the business use case with speech analytics solution development objectives in mind
• Prioritization of scope and formulation of analysis objectives to meet the scope elements
• Design analysis plan basis identified scope with laid out expected outcomes, dependencies and risks from speech analytics perspective
• Develop work breakdown structure of speech analytics activities and track/manage performance
• Create Speech & Text Analytics queries on speech analytics platforms along with validation, rework (Verint/Uniphore/etc.)
• Exploratory call listening/analyze chats to identify trends/opportunities for quantification using speech and text analytics platforms
• Design and delivery of reports and insights that analyze business functions and key operations and performance metrics
• Extract, Interpret and Quantify insights around agent performance, customer loyalty and business intelligence
• Prepare readout decks with insights and measurable ROI benefits
• Assist and drive operationalization of insights and recommendations
• Assess, mentor and guide other speech and text analytics team members

Skills required:

• Knowledge and ability to use speech & text analytics platform to assess opportunities which can be addressed using speech analytics platforms
• Expertise in handling and using speech analytics platforms for creating categories and analyzing data
• Strong problem solving and analytical abilities
• Understanding of speech analytics software like (Nexidia, Verint, Uniphore, etc.)
• Call/Chat audits and analytical skills
• People management
• Basic project management
• Intermediate knowledge of MS Office especially Excel & PowerPoint
• Knowledge of BI reporting tools like Tableau/Power BI
• Proficient in Statistics and Mathematics

Essential skills End-to-end knowledge of implementing speech analytics solutions in multiple use cases (especially QA Automation) Must have worked as in an International voice process Excellent communication skills in English (knowing other languages is an added advantage) Good experience in speech mining tools preferably in Verint/Nexidia/Uniphore Good to have a knowledge of data visualization tools like Power BI or Tableau Knowledge of MS Excel and Power point Candidate Profile

• Bachelor’s degree in related field from a four-year college or university with two to four years related experience preferred
• Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
• Strong attention to detail
• Sense of professionalism and ability to develop relationships
• Strong communication skills, both written and verbal
• Strong customer service orientation
• Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
• Ability to work an emerging and rapidly changing environment
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
• Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred
• Proficient in Microsoft Office
• Exposure to Six Sigma methodology
• Up to 10% travel may be required

Career Level Description Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Analyzes possible solutions using standard procedures and principles. Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Receives a moderate level of guidance and direction. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Location: PHL Work-at-Home Language Requirements: Time Type: Full time