Admin - Speech Analytics - Mumbai - Sitel - 2
- Sitel
- 2 - 7 years
- Mumbai
- 2 years ago
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Job Description
The Speech Analyst will be responsible for the performance of the overall Quality speech analytics category design and leveraging tools to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations.
This individual will work cross-functionally with various groups internally and externally. Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses for the execution of scorecards.
The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations for the betterment of the company. The position requires an understanding of speech analytics, file structures, IT tools, and statistics in order to assess opportunities effectively.
Ability to understand the organization's business objectives and goals, analyze recorded audio and audio-based data sets for critical insights
Provides ongoing speech category design
Ability to determine opportunities through analysis of current or future trends
Weekly/monthly reporting to management and business units
Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
Clearly articulates thoughts and ideas in oral and written presentations
Contributes creative ideas to conduct thorough analysis to estimate risk/reward
Assists other users with data analysis as needed
Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance.
Education: (if beyond High School or equivalent):
Undergraduates or Graduates in any stream. - Bachelor's degree in analytical or quantitative field preferred
Experience Target: (specify if in this job or a related function or field:
Minimum 2 years prior work experience including QA Experience. Data and/or statistical analysis.
Knowledge/Skills/Abilities: (identify essential knowledge, skills and abilities required and identify additional competencies that enable success in performing this job-essential skills should be noted as required, others may be noted as preferred)
Skills with CallMiner, Nexidia, NICE, Verint or other speech analytics package preferred.
Highly disciplined self-starter with solid collaboration & communication skills
Advanced skills in Microsoft applications such as Excel (charts, formulas,macros),PowerPoint,and Visio
Some experience with Lean or Six Sigma a plus
Dealing with comprehensive reporting requirements a plus
Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment
Natural entrepreneurial interests a plus point
QA Automation, Creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc. 60%
Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc. 20%
Creating WBR decks, Training, Attending Client Calls, etc. 20%
Job Classification
Industry: BPO / Call CentreFunctional Area: Data Science & Analytics,
Role Category: Business Intelligence & Analytics
Role: Business Intelligence & Analytics
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Contact Details:
Company: SitelAddress: 501, WING A and B1,FIFTH FLOOR,BOOMERANG BUILDING,, MUMBAI, Maharashtra, India
Location(s): Mumbai
Keyskills: Speech Analytics QA Lean Six Sigma CallMiner process improvement Visio statistical analysis
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Sitel
About UsOur Company footprints includes 75k+ employees with centers located across North America, South America and Asia Pacific originating back in 1985. There are 100+ sites located globally. We service many Fortune 500 companies and some of the leading financial, retail, communications, travel ...
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