London

Competitive + benefits

Permanent

Speech Analyst

A leader in the customer management consulting industry is seeking a Speech Analyst to deliver insights to clients through their managed analytics service offerings.  A diverse portfolio of managed service projects will be available for to you to work on, with a key focus in operational, predictive and behavioural analytics. You will be working for a rapidly growing management consultancy and you will contribute to the development and delivery of new commercial processes that will grow into their practices.

You’ll be playing key role in client delivery through speech and text analytics and contact centre operational performance – so you will need to have background  in speech analytics, data insight and call centre/contact centre technologies to contribute to the continuous delivery of their projects. You will also need to have a structured and tailored approach to projects, alongside the propensity to learn new processes and adapt to each client accordingly.

Key accountabilities:

  • Identifying insights and trends relevant to each project and extracting data for client reports
  • Undertaking data collection, project scoping and requirements gathering on client site for data reporting purposes – i.e: tabulating, formatting and extracting data
  • Undertaking self-contained analytics work including data preparation, automated processing, manual call listening and results analysis
  • Adhering to policies and standards for data security in relation to customer/client data
  • Data collection from clients and contacts across the industry via phone/face-to-face interviews and email questionnaires
  • Collating desk based (phone and web) research on a variety of customer management industry topics
  • Liaising with client technical teams and support case studies / new business proposals
  • Participating in internal capability/service development activity, leading specific aspects where appropriate
  • Preparing client standard reporting material based on research, analysis and using industry best practice knowledge on report finding and recommendations

Requirements

  • A minimum of 2 years experience working on speech &/or text analytics within  a contact centre/ call centre environment
  • Strong communication skills and stakeholder management skills
  • Ability to work in collaboration within a team to a high standard and autonomously
  • Experience of conducting root cause analysis exercises and defining business improvement initiatives with quantifiable business benefits
  • High competency with Microsoft Excel and related platforms including the use of pivot tables, visual basic and formulae for data reporting purposes
  • Experience using XML, Tableau, and various BI tools would be highly advantageous

 Contact – Nathan Bradshaw nathan.bradshaw@embersearch.com