Interaction Analytics Analyst - Thai

About the Role

Site: Singha Complex, Bangkok, Thailand

This position is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization.

Responsibilities

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
• Make recommendations and define strategies that solve critical business problems through both established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Package, deliver, and at times present key findings and briefings to stakeholders and executives.
• Collaborate and communicate effectively with business sponsors, executives and stakeholders; build and maintain strong client relationships.
• Contribute to business value knowledge base and ensure accurate support hand-offs.
• Utilize best practice speech analytics methodologies.
• Mentor new team members, provide and receive constructive feedback, and adapt to changing priorities in a fast-paced environment.

Qualifications

• 3+ years in Speech, Business, and/or Data Analytics background desired.
• Degree in Data Science, Business Analytics, Computer Information Systems, Computer Science or Linguistics desired; or equivalent experience.
• Experience in preparing and presenting written project status reports and executive briefings.
• Experience in speech analytics/speech recognition.
• Experience with Nexidia, Verint, CallMiner Eureka, or other Interaction Analytics platforms preferred.
• Experience with Power BI, Tableau tools preferred.
• Experience in Sales programs preferred.
• Strong English, Thai speaking, reading and writing skills.

Additional Information

Work arrangement: Onsite. Employment type: Full-time.

Contact: Devika.WasalamuniDewayaleGedara@teleperformance.com