Call Miner Analyst

Call Miner Analyst

Sitel Licensed Insurance Services
Not Specified
Not Specified

Job Description



Summary of Primary Job Responsibilities:
This full-time position, is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization's business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and proposing solutions to the organization.
  • Requirements gathering, definition and documentation and identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.
  • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a callcenter environment.
  • Make recommendations and define data strategies that solve critical business problems.
  • Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.
  • Package and deliver key findings and briefings via Ms Office Suite.
  • Collaborate & communicate effectively with internal Project Champion, as well as business sponsor executives and stakeholders.

Education:College graduate required
Experience Target: Minimum of two years ofexperience in Reporting, or more than two years of Quality experience demonstrating knowledge of call center operations, goals and processes.
Skills:
  • Strong PC and office software skills.
  • Excellent verbal and written communication skills required.
  • Strong customer service and interpersonal skills.
  • Strong people management skills.
  • Research, analytical, and problem-solving skills.
  • Intermediate to advanced MSOffice Skills

Knowledge/Abilities:
  • Knowledge and effective use of quality management processes and tools.
  • Ability to work well independently or within a team.

Job Details

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