Customer Interactions Analyst II

Summary             

Responsible for analyzing speech data from customer interactions, extracting insights, and providing actionable recommendations to improve business processes and customer satisfaction. The ideal candidate will have a strong analytical mindset, excellent communication skills, and proficiency in speech analytics tools.

 

Essential Duties & Responsibilities

• Analyze speech data from customer interactions to identify trends, patterns, and insights.
• Utilize speech analytics tools such as Verint, NICE, or CallMiner to extract valuable information from audio recordings.
• Collaborate with cross-functional teams to understand business objectives and tailor speech analytics initiatives accordingly.
• Conduct root cause analysis to identify areas for improvement in customer service processes and agent performance.
• Develop and deliver reports, dashboards, and presentations to communicate findings and recommendations to stakeholders.
• Stay up-to-date with industry best practices and emerging trends in speech analytics to continuously enhance analytical capabilities.
• Assist in the implementation and optimization of speech analytics solutions, including refining search criteria, creating categories, and tuning algorithms.
• Provide support and training to junior analysts as needed to enhance team proficiency in speech analytics.

Education            

• Bachelor’s degree in Computer Science, Data Analytics, Business Administration, or related field.

 

Requirements   

• 2-4 years of experience in speech analytics, data analysis, or a related field.
• Proficiency in speech analytics tools such as Verint, NICE, or CallMiner.
• Advanced skills in Microsoft Suite, with a focus on Excel (manipulating pivot tables, applying advanced formulas, and utilizing other Excel tools not limited to Data Analysis, Power Query, etc); and PowerPoint (for designing and creating effective and compelling visualizations).
• Strong analytical skills with the ability to interpret complex data and extract actionable insights.
• Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical stakeholders.
• Familiarity with root cause analysis techniques and methodologies.
• Experience in creating reports, dashboards, and presentations using visualization tools such as Power BI or Tableau is a plus.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple projects and priorities simultaneously.
• Ability to work collaboratively in a team environment and adapt to changing priorities.
• Strong attention to detail and commitment to delivering high-quality work.