Visit us: www.etechgs.com

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Night Shift allowance as per process
• Schedule Attendance Bonus
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What You’ll Be Doing:

• Create Speech Analytics language content for requested insights.
• Create searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment
• Analyze recorded audio and audio-based data sets for critical insights, patterns, and trends in order to develop and communicate ROI opportunities to the management team.
• Make recommendations and define data strategies to solve critical business problems.
• Compile information through multiple sources; understand key performance indicators and spot trends and patterns.
• Accurate delivery of comprehensive analysis and reports.
• Package and deliver key findings and briefings, providing detailed and summarized analysis along with recommendations for strategic decision-making.
• Craft documentation, including process maps, diagrams, manuals, charters, and scopes.
• Collaborate and communicate effectively with internal Program Manager, as well as business partners and stakeholders.
• Proactively identify and deliver actionable business insights based on indicators.
• Supports projects and initiatives within the department.
• Assists with routine and ADHOC requests.
• Be flexible in an environment by championing and embracing change.

What We Expect You To Have:

• Bachelors or equivalent combination of education and experience
• 2+ years knowledge and direct experience using speech analytics technology to build categories, construct queries, and build reports
• Minimum 1-year experience with data analysis, report building, or Quality Auditor role in Contact Centre
• Experience leading small to medium-sized projects involving complex data sets and high variability.
• Working knowledge of Lean and Six Sigma methodologies would be an added advantage.
• Computer proficiency in MS Office – Outlook, Word, Excel, and PowerPoint.
• Knowledge of Access, SQL, other scripting languages will be a plus
• Flexible in working hours is a must
• Good oral & written English skills and interpersonal communication skills
• Exceptional listening and analytical skills.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Ability to effectively organize, prioritize, multi-task, and manage time.
• Ability to work independently.
• Excellent attention to detail.
• Ability to exercise strict confidentiality in all matters