Job Title:
(Onsite) Speech Analyst, Global Analytics
Job Description
The Senior Analyst plays a crucial role in providing strategic business analysis services to our business partners. This position emphasizes understanding the context, strategy, and processes of our organization. The Senior Analyst collaborates closely with business units to gain in-depth insights into customer needs, services, and the overall business roadmap. Finally, this role connects with company leadership to measure value gained from projects.
Key Responsibilities:
- Lead the creation and maintenance of Speech & Text Analytics categories, ensuring quality standards across client verticals.
- Listen to calls and analyze chats to identify trends and opportunities that improve operational efficiency and customer experience.
- Extract, interpret, and quantify data, creating detailed reports that analyze business functions and performance metrics.
- Consult with internal and external stakeholders on business operations and performance initiatives.
- Support all phases of client engagement, including planning, due diligence, discovery, data collection, qualitative and quantitative analysis, and reporting results.
- Conduct interviews, focus groups, and side-by-side observations to document current processes for improvement initiatives.
- Drive the development of client deliverables, including ROI analysis, statistical analysis, strategic assessments, and business processes.
Skills Required:
- Proficiency with Speech & Text analytics platforms like CallMiner, Verint, or NICE.
- Strong problem-solving, analytical, and quantitative skills with attention to detail.
- Ability to communicate confidently with internal and external stakeholders.
- Professional demeanor with the ability to build strong relationships and contribute to high-quality customer service.
- Desire to work collaboratively on team deliverables, contributing to larger project goals.
- Experience in statistical concepts and contact centers is preferred.
- Self-starter with a sense of urgency, capable of multitasking and meeting deadlines in a fast-paced environment.
- Advanced skills in Microsoft Office, particularly Excel and PowerPoint.
- Bachelor’s degree in a related field with four to six years of consulting or analytics experience preferred.
Location:
PHL Makati City - Glorietta
Language Requirements:
Time Type:
Full time
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