Sr. Speech Analytics - Sr. Interaction Analyst || Teleperformance

Job Location Bangalore

Shift Timings 8 PM to 5 AM IST.

Office Address - 3rd floor, DSR SMART WORKS, Varthur Main Rd, next to SKR Kalyana Mandapam, Silver Springs Layout, Marathahalli, Bengaluru, Karnataka 560037

Cab Facility – Avail both side

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

Additional/Mandatory Requirement

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

Critical Competencies*

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