Full-Time Customer Analytics Analyst - Speech

As the Customer Analytics Analyst you are responsible for data compilation, process mapping, and analysis with the aim of identifying tactical and strategic improvements to customer experience, process improvement and efficiency gains in line with business strategy, vision and culture.You will be responsible for the development and presentation of in-depth case studies on strategic business topics. The focus of these studies will span all channels (Voice, eMail, Chat etc) as they relate to the contact centre. Studies should include analysis and recommendations of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of all organisational internal and external stakeholders.

• Precision, curiosity, attention to detail and accuracy are key competencies of the Analyst
• Bring data to life in an engaging way to enable others to understand where they need to prioritise and focus their efforts to drive service improvement

Experience:

• Working with customer databases, speech/text/sentiment technology to drive insight
• Practitioner in data manipulation and analysis
• Competent in preparing written reports, analysis, and briefings
• Evidence of driving business improvement strategies in a contact centre environment and/or customer feedback team
• Familiar with Speech and Text Analytics systems ( Verint preferred )
• Microsoft Excel (Advanced) and PowerPoint
• Microsoft SSRS Report Builder
• SQL/Other BI System
• Experience of analytical methodology

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