Business Analyst III - Speech Analystics (with Signing Bonus!)

Responsible for advanced analysis of speech data, driving insights, and lead collaboration with cross-functional teams to improve business processes and customer satisfaction. The ideal candidate will have a strong background in data analytics, excellent problem-solving skills, and proficiency in speech analytics tools.

Responsibilities

· Conduct advanced analysis of speech data from customer interactions to uncover complex trends, patterns, and insights.

· Develop and implement sophisticated algorithms and models to extract valuable information from audio recordings and textual transcripts.

· Collaborate with stakeholders from various departments to understand business objectives and provide actionable recommendations based on speech analytics insights.

· Lead root cause analysis initiatives to identify underlying issues impacting customer experience and operational efficiency.

· Design and deliver comprehensive reports, dashboards, and presentations to communicate findings and insights to stakeholders at all levels of the organization.

· Continuously evaluate and refine speech analytics methodologies, processes, and tools to enhance analytical capabilities and drive innovation.

· Provide mentorship and guidance to junior analysts, sharing best practices and fostering a culture of continuous learning and improvement.

· Partner with IT and data engineering teams to ensure the integrity, security, and scalability of speech analytics solutions.

· Complete and perform other project team duties and assignments as required by leadership team.

Qualifications

· Bachelor’s degree in Computer Science, Data Analytics, Business Administration, or related field.

Requirements

· 3-6 years of experience in speech analytics, data analysis, or a related field, with a proven track record of delivering impactful insights and recommendations.

· Expertise in speech analytics tools such as Verint, NICE, CallMiner, or similar platforms.

· Advanced skills in Microsoft Suite, with a focus on Excel (manipulating pivot tables, applying advanced formulas, and utilizing other Excel tools not limited to Data Analysis, Power Query, etc); and PowerPoint (for designing and creating effective and compelling visualizations)

· Advanced analytical skills with proficiency in statistical analysis, and data storytelling.

· Strong problem-solving skills with the ability to tackle complex analytical challenges and derive actionable insights from large and unstructured datasets.

· Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.

· Experience in project management, including planning, execution, and stakeholder management.

· Proficiency in data visualization tools such as Power BI, Tableau, or similar platforms.