Call Center Analyst (Speech Analytics) job – Benevis – Marietta, GA



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Call Center Analyst (Speech Analytics)


Benevis

22 reviews


Marietta, GA 30067

Analyst — Speech Analytics Solutions

Position Summary:
This full-time position, a critical role in the fast-growing Professional Services group, is accountable for analysis of customer conversation/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals analyzing recorded audio and audio-based sets for critical insights, patterns, and trends as well as communicating analysis and proposing solutions to the organization.

The ideal candidate has a degree in Computer Information Systems, Computer Science or Linguistics in addition to a minimum of five years professional business experience in areas of sales, operations, and/or service. One year experience in analytics and/or report creation using Microsoft Reporting Services or business intelligence tools is a plus. Call center or operational experience a plus.

Essential Job Responsibilities/Qualifications:
This role is perfect for a rising-star do-what-it-takes highly disciplined self-starter with solid collaboration & communication skills who thrives on data, language, and technology. The ideal candidate must possess strong analytical skills, root-cause analysis and attention to detail. Day-to-day responsibilities include requirements gathering, definition and documentation and identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.

  • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment.
  • Make recommendations and define data strategies that solve critical business problems.
  • Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.
  • Package and deliver key findings and briefings.
  • Collaborate & Communicate effectively with internal Program Manager, as well as business sponsor executives and stakeholders.
  • Contribute to business value knowledge-base and accurate support hand-offs
  • Individual must be a confident team player who can work well with others, mentor new team members and provide constructive feedback.
  • Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must.
  • Excellent communication skills and a positive attitude are required for daily interaction with data consumers.
  • The ideal candidate will thrive on change and possess an inquisitive mind.

Education/Certification/Special Skills

  • Business Analytics and/r Business Analysis background desired (1-3 years total professional experience).
  • Bachelor degree in Computer Information Systems, Computer Science or Linguistics desired.
  • Experience in preparing written project status reports and executive briefings.
  • Experience in speech analytics/speech recognition a plus
  • An interest in languages, writing and/or reading is a plus.

Essential Job Responsibilities/Qualifications:
This role is perfect for a rising-star do-what-it-takes highly disciplined self-starter with solid collaboration & communication skills who thrives on data, language, and technology. The ideal candidate must possess strong analytical skills, root-cause analysis and attention to detail. Day-to-day responsibilities include requirements gathering, definition and documentation and identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.

  • Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment.
  • Make recommendations and define data strategies that solve critical business problems.
  • Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.
  • Package and deliver key findings and briefings.
  • Collaborate & Communicate effectively with internal Program Manager, as well as business sponsor executives and stakeholders.
  • Contribute to business value knowledge-base and accurate support hand-offs
  • Individual must be a confident team player who can work well with others, mentor new team members and provide constructive feedback.
  • Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must.
  • Excellent communication skills and a positive attitude are required for daily interaction with data consumers.
  • The ideal candidate will thrive on change and possess an inquisitive mind.

Education/Certification/Special Skills

  • Business Analytics and/r Business Analysis background desired (1-3 years total professional experience).
  • Bachelor degree in Computer Information Systems, Computer Science or Linguistics desired.
  • Experience in preparing written project status reports and executive briefings.
  • Experience in speech analytics/speech recognition a plus
  • An interest in languages, writing and/or reading is a plus.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

22 reviews

Benevis was founded (originally named NCDR, LLC) in 2002 to provide non-clinical support services to dentist office in Georgia. Our founding…

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