Job Title:
Speech Analyst
Job Description
We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Onsite
Job description
The analyst is responsible for the overall creation and upkeep of Speech Analytics categories and its effectiveness across client verticals. The individual will be responsible for designing categories, meeting quality standards, querying and extrapolating data, and leveraging data analysis best practices to help solve business problems.
Key responsibilities include:
- Create Speech & Text Analytics categories through research, creation, and auditing
- Listen to calls and analyze chats to identify trends and opportunities around operational efficiency, customer experience, etc.
- Extract, interpret, and quantify data around operational efficiency and business intelligence
- Design and deliver reports and insights that analyze business functions and key operations and performance metrics
- Consult with internal and external stakeholders on business operations and performance initiatives under guidance from manager
- Gather, review, and assess client data, information, or documentation related to existing business operations, processes, capabilities, and metrics
- Help complete all phases of a client engagement, including but not limited to planning, due diligence, discovery activities such as data collection and focus groups, data cleaning, qualitative and quantitative analysis, and reporting results
- Lead interviews, focus groups, and side-by-side observations of client personnel to document current business and operational processes as an input to process improvement initiatives
- Develop key components of client deliverables (includes ROI analysis, statistical analysis, strategic assessments, communications, and business processes) and/or oversee the work of project Analysts
- Conduct internal and client-facing presentations to stakeholders to provide findings and recommended changes for improvement initiatives
Skills required:
- Knowledge and Ability to use Speech & Text analytics platform to create categories and analyze data
- Experience building categories and meeting quality standards in applications like CallMiner, Verint, or Nice is a plus
- Confidently communicate ideas to internal and external stakeholders
- Desire to work on team deliverables where individual achievements are components of a larger effort
- Display an exceptional ability to take initiative and ownership with focus on continuous improvement
- Excellent attention to detail
- Strong problem-solving, analytical, and quantitative skills
- Knowledge of statistical concepts and applications
- Working knowledge of contact centers and self-service channels preferred
- Bachelor's degree in related field from a four-year college or university with four to six years of consulting or analytics experience preferred
- Advanced Microsoft Office skills
Location:
PHL Makati City - Glorietta
Language Requirements:
Time Type:
Full time
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