What We Offer:

• 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 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. – Make recommendations and define data strategies to solve critical business problems.
• 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 includes process maps, diagrams, manuals, charters and scopes.
• Collaborate and communicate effectively with the 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:

• A minimum of a High School Diploma/high school grade 12 education, GED or equivalent is required.
• Experience leading small to medium sized projects involving complex data sets and high variability
• Minimum 6 MONTHS of experience using speech analytics technology to build categories, construct queries, and build reports
• Working knowledge of Lean and Six Sigma methodologies would be an added advantage.
• Computer proficiency in MS Office – Outlook, Word, Excel, and PowerPoint.
• 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.