Voice Data Analyst Lead
9 hours ago
We are seeking a highly skilled Voice Data Analyst Lead to join our Customer Operations Transformation team at Neksjob. The successful candidate 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, and ensure 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, and 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.
- A minimum of 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 one speech analytics platform (e.g., Genesys, Verint, NICE, CallMiner).
- Experience in the Customer Service/Customer Care industry.
Neksjob is a dynamic company that offers opportunities for growth and development. We value teamwork, innovation, and excellence in all aspects of our operations. As a Voice Data Analyst Lead, you will have the opportunity to work with a talented team and contribute to the success of our company.
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