Customer Interactions Analyst II

a Brief Overview

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.

YOUR DAY-TO-DAY

• 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.
  
  

WHAT YOU BRING TO THE TABLE!

• 2-4 years of experience in speech analytics, data analysis, or a related field, mandatory.
• Proficiency in speech analytics tools such as Verint, NICE, or CallMiner is a must.
• Advanced English level (B2).
• 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. Experience in creating reports, dashboards, and presentations using visualization tools such as Power BI or Tableau is a plus.
• 3-month tenure in current position and LOB.
• No active disciplinary actions, not under a PIP. No suspensions due to disciplinary procedures in the last six (6) months.
  
  

Meets 95% min. of metrics (KPI’s),during the last 3 months, including attendance