Job Summary
A business services company specializing in customer relationship management is in need of a Remote Speech Analytics Business Analyst.
Must be able to:
- Interpret speech and non-speech data to quantify statistics regarding customer satisfaction, agent capability and process
- Identify relevant phrases and words that can then be included in post-processing of customer-agent interactions
- Provide automated assessments of trends within call center teams
Applicants must meet the following qualifications:
- Must be proficient in Microsoft Suite, specifically Excel; pivot tables, formulas and importing of data
- 1+ years’ experience in business analytics, speech analytics, and/or reporting
- Knowledgeable in call center metrics
- Must be extremely detail-oriented and able to make sound decisions
- Strong analytical and report modeling skills
