Summary of Primary Job Responsibilities:

This full-time position, is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution.  Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and proposing solutions to the organization.

• Requirements gathering, definition and documentation and identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution. 
• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a callcenter environment.
• Make recommendations and define data strategies that solve critical business problems.
• Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.
• Package and deliver key findings and briefings via Ms Office Suite. 
• Collaborate & communicate effectively with internal Project Champion, as well as business sponsor executives and stakeholders. 

Education:  College graduate required

Experience Target:  Minimum of two years of experience in Reporting, or more than two years of Quality experience demonstrating knowledge of call center operations, goals and processes.

Skills:

• Strong PC and office software skills.
• Excellent verbal and written communication skills required.
• Strong customer service and interpersonal skills.
• Strong people management skills.
• Research, analytical, and problem-solving skills.
• Intermediate to advanced MSOffice Skills

Knowledge/Abilities: 

• Knowledge and effective use of quality management processes and tools.
• Ability to work well independently or within a team.