Speech & Text Analyst

 Visit us: www.etechgs.com

What We Offer

  • Transportation allowance (Applicable when working from office)
  • Canteen Subsidy
  • Night Shift allowance as per process
  • Health Insurance
  • Tuition Reimbursement
  • Incentive components campaign wise
  • Work Life Balance Initiatives
  • Rewards & Recognition
  • Internal movement through IJP

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.

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.
Job Title : Speech & Text Analyst
Department : Etech Insights (EI)
Location : Gandhinagar

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