Build syntax codes to develop speech categories and speech score cards that can support the quality auditing process on their daily monitoring and scoring of agent trending behavior.
- Perform call listening to analyze results, identify root causes, and trending, and provide insights and suggestions for development and improvement.
- Communicate with Operations and Quality on Call Miner findings to materialize action items on agent, process, or policies.
- Make the most of data visualization by taking visual tools to a new and creative level to create dashboards and utilization reports that can facilitate solutions design for Clients, Operations, and Quality.
- Design PowerPoint Decks displaying clearly and efficiently, Speech findings.
insights and suggestions based on Call Miner results.
- Facilitate Speech Analytics learning and development training for new hires into the Insights team.
- Map processes that can support Speech analytics projects and that can be used as a process analysis tool for the business.
- Perform continuous self-training using tools such as Customer connect within Call Miner to leverage webinars, community pages, discussions, eureka X-change, etc.
- Be able to pass along knowledge on CM, PBI, and Excel query practices to new team members.
- Develop leadership skills by demonstrating ownership of projects and seeing the projects' north and purpose.
**Skills that will help you in the role**:
- Experience and knowledge of Call Miner Speech recognition tool and able to build language categories using their specific syntax coding system.
- Demonstrated an understanding of analytical skills, critical thinking, and experience with data analysis tools.
- Skilled with automated technologies that can support the company's demand.
E.g., Visual insights development with PBI or Tableau and Excel Query
- Excellent written and verbal communication and presentation skills.
- Energy and enthusiasm to drive toward results
- Ability and understanding in managing and prioritizing time and projects.
- Knowledge of Flowcharts tools to communicate complex information using flowchart diagrams.
Pay: Up to Php70,000.00 per month
Schedule:
- 8 hour shift
**Experience**:
- Call Miner: 2 years (required)
- Power BI: 2 years (preferred)
- Tableau: 2 years (preferred)