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Speech Analytics Analyst

Req ID#:  86435

US

Speech Analytics Analyst

Corporate

 

Sitel is looking for a Speech Analytics Analyst who can work virtually. This individual be joining our Client Insights and Analytics team. Within this team, you’ll join an energized and positive organization dedicated to rolling up their sleeves to deliver value-added solutions, products and services for our clients.

As a Speech Analytics Analyst you will review, analyze and evaluate business systems and user needs. You will also focus on determining key opportunities/improvements using Speech Analytics to drive analysis and solutions.  This will include document requirements, define scope and objectives and formulate systems to parallel overall business strategies. Familiar with relational database concepts and client-server concepts. Rely on experience and judgment to plan and accomplish goals.

 

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry’s digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 75,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.

 

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

Responsibilities:

  • Understand scope of work thoroughly and engage with clients and delivery teams on overall approach and delivery timelines.
  • Create, Manage and Develop Speech Analytics that will be used to provide opportunity and paths to solutions
  • Analyze data and call detail listening daily from analytics platform to identify patterns or changes.  Prepare bi-monthly insights summaries pinpointing key trends and correlations.  Perform statistical analysis to draw correlations.
  • Facilitate regular calls with delivery teams to review progress, organize calls with client contacts and data SMEs on data collection efforts, mapping and data transfer processes.
  • Prepare updates to client on status of program deliverables.
  • Educate Client Users on optimization of their analytics solution.
  • Deliver insights summaries and participate in monthly Operational Reviews and Quarterly Strategy meetings to contribute toward client strategic initiatives, such as,  reducing customer effort, call deflection, customer satisfaction.
  • Meet with Operations Management and Account Management on regular basis to discuss patterns, root causes, and recommended actions.  Track and measure impact from those actions. 
  • Work with Analytics Delivery teams to conduct testing and data validation, report issues, open cases and arrange regular calls to review open tickets and progress.
  • Work with client to understand needs, business problems they are seeking to solve with the data, and lead special projects to address their emerging needs for analytics insights.
  • Conduct and coordinate financial, product, market, operational and related research to support strategic and business planning within the various departments and programs of the client group.
  • Document user change requests, work with delivery team on dates for completion and update operations team and client on delivery dates.  Document and communicate changes, schedule calls to educate on changes.
  • Understand and communicate the financial and operational impact of any changes.
  • Manage User Acceptance Testing and lead internal testing to validate that solutions are delivering on client needs and expectations.
  • Daily monitoring of analytics solution to verify analytics processes and feeds are occurring as expected.  Report any issues to Delivery team and to the client. 
  • Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues

Requirements:

  • Bachelor’s Degree in appropriate field of study or equivalent work experience
  • Must have Speech Analytics experience
  • Strongly Preferred experience in the contact center arena
  • Microsoft Access and/or SQL experience strongly preferred
  • Detail oriented, analytical and inquisitive
  • Ability to impact operations and effect change without being confrontational
  • Ability to effectively communicate and present information at various levels of an organization
  • Ability to work independently and with others
  • Extremely organized with strong time-management skills

Speech Analyst top skills & proficiencies:

  • Communication
  • Analysis
  • Big Picture Thinking
  • Teamwork
  • Microsoft Access and/or SQL experience
  • Process Improvement
  • Problem Solving
  • Critical Thinking
  • Relationship Building
  • Work Well Under Pressure
  • Software Design
  • Software Maintenance

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Speech Analytics Analyst


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