Speech Analytics Business Analyst

The Speech Analytics Business Analyst is responsible for leveraging our advanced speech analytics solution (Nexidia) to identify, target and evaluate customer interactions. This role will drive customer and data analysis and prepare reports and dashboards that will illustrate critical findings, insights, patterns and trends identified in the customer interactions.

This individual will be responsible for providing analysis that will be used as the basis for recommendations to improve customer experience—being call handling behavior, training materials, IVR experience, customer communications, marketing material, web experience, etc.  This individual will also take part in the implementation and assessment of results of those recommendations upon implementation.

This position requires a high degree of comfort and excellence in analytical skills, as well as a thorough understanding of Service Operations and Compliance metrics, as well as the ability to communicate and present data in a concise, organized way to senior leaders and clients.

What will be my duties and responsibilities in this job? 

Reporting, Dashboarding & Analysis

• Transform business questions into analytics-driven solutions, creating the necessary speech analytics queries, reports and dashboards needed to answer the business question and provide actionable results.
• Identify trends in customer interactions and present opportunities for improvement to operating efficiencies, customer experience quality, and process improvement
• Focus analysis and reporting on both agent performance and consumer response to products/services being supported in order to identify trends
• Monitor client quality objectives versus agent performance and identify discrepancies
• Turn insights and data-driven recommendations into easy-to-digest presentations that can be shared across the LOB and with our clients
• Utilize the data points available within the speech analytics platform to create dashboards that are easy to manage and allow the necessary drill down at the call level for quick resolution
• Maintain and update reports and dashboards with accurate filters, adding additional agents as they are onboarded into the program
• Monitor and track progress of new initiatives being deployed within the program, providing insights into what’s working vs what needs improvement
• Provide ad-hoc reporting as requested by Operations management or clients

Speech Analytics query building

• Collaborate with call center management and compliance departments to identify phrases to be used in query build
• Perform call listening and attend necessary trainings to gain product and call flow knowledge to be used in the query building process
• Take ownership of the configuration, tuning, and optimization of speech analytics queries to provide the most accurate results in reporting
• Keep up-to-date query documentation as queries are built into the program. This will include query name, query phrases, any specific filters utilized in its creation, any revisions made and the final accuracy score
• Deploy queries into the appropriate session and assign the correct permissions to users

What are the requirements needed for this position? 

• Bachelor’s degree or 2+ years of data analytics experience, with a proven track record of identifying trends and insights that bring added value to the business
• 2+ years of experience with data visualization tools such as PowerBI, Tableau or MicroStrategy, etc.
• Ability to attend and complete all required Nexidia trainings courses within the first 60 days of hiring date
• Advanced Excel and PowerPoint skills and intermediate skills in PowerBI or Tableau
• Excellent oral and written communication skills and strong presentation skills.
• Ability to work independently, prioritize workload, multi-task and follow-up as necessary in a fast-paced environment.
• Excellent interpersonal skills, professionalism, flexibility and ability to handle confidential information with discretion.
• Ability to gather, analyze and present insights to internal stakeholders as well as external clients as required by our partner contracts
• Demonstrate tenacity and willingness to autonomously pioneer where the business can improve
• Proven project management abilities and the ability to interact with associates at all levels

What other skills/experience would be helpful to have? 

• Bachelor’s degree in Analytical or Quantitative field preferred
• Experience with Nexidia or other Speech Analytics tools such as Call Miner, Verint, etc. strongly preferred
• Understanding of call center operations metrics, compliance and training in the financial services area
• Experience creating N