Data Insights and Operations Lead
4 weeks ago
We are seeking a highly skilled Data Insights and Operations Lead to join our Customer Operations Transformation team at Neksjob Corporation. As a key member of the Data&AI org, you will be responsible for leveraging speech analytics technology to analyze customer interactions and derive actionable insights.
Key Responsibilities- Speech Analytics Implementation & Maintenance:
- Configure and maintain speech analytics software.
- Develop and manage speech analytics models and call categorization schemes.
- E nsure the integrity and quality of data within the system.
- Data Analysis & Insight Generation:
- Analyze large volumes of call data to identify trends, patterns, and insights.
- Generate reports and dashboards to communicate findings to stakeholders.
- Provide actionable recommendations to improve customer service, sales, and compliance based on analysis.
- Cross-Functional Collaboration:
- Work closely with Service Delivery, Quality, Training teams to understand their needs and provide tailored analytics solutions.
- Participate in strategy meetings to align speech analytics objectives with business goals.
- Continuous Improvement:
- Monitor and refine speech analytics processes and models to enhance accuracy and relevance.
- Stay updated with the latest trends and advancements in speech analytics technology.
- Training & Support:
- Train team members and stakeholders on how to use speech analytics tools and interpret the results.
Requirements
- Minimum 3 years of experience in speech analytics, speech data analysis, or a related field.
- Experience with natural language processing (NLP) and experience on at least speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner).
- Experience in Customer Service / Customer Care industry.
Estimated Salary Range: $90,000 - $110,000 per annum, depending on location and qualifications.
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