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Gandhinagar

    Speech & Text Analyst - gandhinagar, India - Etech

    Etech
    Etech gandhinagar, India

    3 weeks ago

    Default job background
    Description
    :
  • 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:

  • 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
  • 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 Center
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