Speech Analyst

Responsibilities:

The Speech Analyst is the subject matter expert in understanding the dynamic relationship of the Contact Center and customers. This role has the following primary responsibilities which includes departmental performance in achieving defined Operations objectives including improving customer experience, driving ease, increasing automation and brand protection are met:

• Automate existing listening efforts in order to allow for reallocation of current listening resources.

• Provide regular validation analysis of speech analytics output through review of developed categories to ensure they remain updated with current business and customer lexicon.

• Collaborate with Contact Center and Operations leadership in support of departmental objectives.

• Develop end to end process of automated trending of customer interactions, communication of results including highlighting of key changes and integration of feedback to enhance future efforts.

• Analysis of interaction trends for continuous improvement opportunities, delivery of recommendations and ownership of change initiatives.

• Ingest and explore customer interaction experience data and evaluate the cause and effect relationship of operational change on customer experience. Develop and communicate predictive impacts, including financial impacts on departmental expenses.

• Foster collaborative working relationships with cross-functional teams including Partner Management, Learning and Development, Contact Center, HR, IT and others.

Education and Training Qualifications:

• Previous experience in mid- to large-size contact center in with an analytical capacity with measurable impacts.
• Bachelor’s Degree required, Master’s degree preferred; Degree in Statistics or Linguistics preferred
• P&C Insurance background preferred

Technology Qualifications: 

• Must be proficient in MS Excel and have a solid background in all MS Office products
• Verint or similar Speech Analytics platform proficiency required
• Tableau or similar BI tools experience preferred
• SQL experience preferred

Professional and Leadership Qualifications: 

• Strong leadership skills.  Ability to influence effectively to drive desired performance.
• Results oriented individual who understands how their activities are impacting organizational performance objectives
• Comfortable in a fast-paced, constantly changing team-oriented environment
• Highly effective communicator. Excellent written, verbal, and interpersonal communication skills. Comfortable with speaking to internal and external partners at all levels. Able to effectively communicate complex subject matter to non-technical audiences.
• Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
• Ability to work well and accept challenges in a fast-paced, dynamic organization
• A champion of new ideas
• Strength in working on self-managed projects in conjunction with other departments

Additional Qualifications:

The candidate selected will be a creative, out-of-the-box thinker who is intellectually curious with a demonstrated interest in driving improvement and developing high performing teams. This person will be a self-motivated, high-energy individual who can easily function in a high demand, performance-driven environment. He/she must be accustomed to working on multiple tasks in parallel and committed to meeting deadlines, including some with short time frames.