Senior Interaction Analyst

Responsibilities:

• Understand the projects objectives and analyse recorded audio, chat transcripts, emails, customer reviews etc. for critical insights
  • Derive business intelligence, patterns, and trends from the interactions, using the interaction analytics tool and build associated categories
  • Derive actionable insights by correlating and analysing ingested interactions with metadata
  • Create well designed and clear presentations, communicate the findings with accurate, quality analysis and reports/visualizations within specified timelines.
  • Collaborate & communicate effectively with internal/external stakeholders
  • Contribute to business value knowledge base and accurate support hand-offs
  • Utilize known knowledge of concepts and methodologies such as LEAN, Six Sigma, Customer journey mapping etc to derive quality analysis
  • Analytical bend of mind with an eye for detail

EXPERIENCE:

• Min. 1-year experience in Interaction Analytics, Quality Assurance or Data Analytics
• Experience with Prompt Engineering or Category Building will be an added advantage
• Should have worked on process improvement/transformation, CSAT scrubbing or RCA projects
• Understanding of concepts of Lean Six Sigma, process excellence, etc. will be an added advantage
• Excellent knowledge of MS Excel and PowerPoint

SKILLS:

• Ability to collaborate and communicate clearly (conveys regular updates, developments, timelines, challenges and risks) with internal/external stakeholder
• Should be able to prioritize objectives and initiate projects in response to business needs outlined either internally, customer or client based
• Adaptable and flexible in the fast-paced environment
• Strong analytical and problem-solving skills
• Strong focus on continuous self-knowledge upgrade and high learning agility
• Good verbal and written communication