We are looking for a talented and accomplished Senior Insights Analyst to be responsible for the performance of the overall Quality speech analytics category design and leveraging tools to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations and mentoring Speech Analysts.
This individual will work cross-functionally with various groups internally and externally. Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses to execute scorecards. The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and making recommendations for the company's betterment. The position requires an understanding of speech analytics, file structures, IT tools, and statistics to assess opportunities effectively and provide directions to Speech Analysts.
As a Senior Insights Analyst in this project, your daily responsibilities will include:
Ability to understand the organization's business objectives and goals, analyze recorded audio and audio-based data sets for critical insights.
Works with IT to address problems with automated processes that support the speech analytic platform.
Provides ongoing speech category design.
Serves as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform.
Ability to determine opportunities through analysis of current or future trends.
Weekly/monthly reporting to management and business units.
Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes.
Clearly articulates thoughts and ideas in oral and written presentations.
Contribute creative ideas to conduct a thorough analysis to estimate risk/reward.
Assists other users with data analysis as needed.
Diligently capturing combinations of keywords & phrases within the system for optimal configuration performance.
To succeed in the role, you will need to have:
Skills with CallMiner, Nexidia, NICE, Verint, or other speech analytics packages required.
Highly disciplined self-starter with solid collaboration & communication skills.
Advanced skills in Microsoft applications such as Excel (charts, formulas, macros), PowerPoint, and Visio.
Some experience with Lean or Six Sigma is a plus.
Dealing with comprehensive reporting requirements is a plus.
Microsoft Project knowledge, or experience with comparable project-tracking software is a plus.
Orientation for detail, coupled with organizational and Project Management skills.
Ability to multi-task, respond well to pressure and deadlines, and work well individually and in a team environment.
Natural entrepreneurial interests are a plus.
Excellent knowledge of data structures and experience working in SAS, SQL, or other analytic or business reporting language.
Bachelor's degree in an analytical or quantitative field preferred.
Minimum 2 years prior work experience performing business, data, and/or statistical analysis. Collections or financial industry experience a plus.
Must hold EU citizenship or valid work permit for Portugal.
Be a local candidate or willing to relocate to Portugal.
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