Automated Quality & Speech Analytics - Analyst
About the job
The Analyst – Automated Quality & Speech Analytics job is all about enhancing customer service through data-driven insights. By analysing customer interactions, you will identify trends and improve operational performance, making a real impact on customer experience. The team thrives on collaboration and innovation, creating a supportive environment where everyone can contribute to shaping the future of customer service.
You'll be responsible for
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Maximising value from analytics
Maximising the value of Speech Analytics and Automated Quality capabilities using Genesys and Verint platforms.🔧
Managing analytics models
Owning the ongoing management and refinement of analytics models and automated quality workflows.🤝
Influencing outcomes
Partnering with operational leaders to influence outcomes through evidence-based insights.Key criteria
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Data analysis experience
Experience analysing organisational data for quality-focused solutions.View
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Change management experience
Proven experience deploying change management principles for continuous improvement.View
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Contact centre knowledge
Strong operational understanding of contact centres and customer service.View
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