Interaction Analytics Analyst

Overview

This 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, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization. 

Qualifications

• Speech, Business, and/or Data Analytics background desired (3+ years). 

• Degree in Data Science, Business Analytics, Computer Information Systems, Computer Science or Linguistics desired; or equivalent experience 

• Experience in preparing and presenting written project status reports and executive briefings. 

• Experience in speech analytics/speech recognition. 

• Experience with Nexidia, Verint, CallMiner Eureka, or other Interaction Analytics platforms preferred 

• Experience with PowerBi, Tableau tools preferred 

• Experience in Sales programs preferred 

• strong English, Thai speaking, reading and writing skills  

Responsibilities

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment. 

• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations. 

• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.   

• Package, deliver, and at times present key findings and briefings. 

• Collaborate & communicate effectively with business sponsors, executives and stakeholders. 

• Ability to build and maintain strong client relationships. 

• Contribute to business value knowledge base and accurate support hand-offs. 

• Utilize best practice speech analytics methodologies. 

• Individual must be a confident team player who can work well with others, mentor new team members and provide (and receive) constructive feedback. 

• Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must. 

• Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind. 

• Excellent communication skills and a positive attitude are required.