Call Miner Analyst
Mandaluyong City, PH, 1550
Call Miner Analyst
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.
Call Miner Analyst
Job Segment:
Call Center, Quality Manager, Customer Service, Quality