Senior Analyst - Voice Analytics
Senior Analyst â€“ Voice Analytics Agile working environment World-class learning and leadership programs Rewards platform The purpose of this role is to uncover insights within customer interactions using cutting-edge analytic tools. Youâ€™ll be passionate about making an impact that matters for Deloitte clients and will work within a specialist analytics team to uncover, analyse and visualise insights. Our Voice Analytics team provides sophisticated voice and speech analytics across call-centres with a commercialised intelligence approach that identifies patterns of repeated customer concerns and complaints.
Whether it is the financial services sector, energy or transport and manufacturing there is ongoing scrutiny on compliance, on the requirements around privacy, and on improved outcomes for customers. Deloitte Voice Analytics provide real-time data where issues are developing to add value to our clients. What does your typical day look like? We focus on a number of areas including conduct, compliance, customer sentiment, loyalty, attrition and sales effectiveness.
Responsibilities are likely to include: Proof of Concept projects that help stakeholders understand what analytics can do for them. Client liaison on Voice Analytics and related tools and technologies and their appropriate use. Collection, Analysis, Management, Reporting of Analytics data outputs.
Recommendations on insights, change management, process, benefits realisation plans and opportunities resulting from Voice Analytics outputs. Act as Subject Matter Expert to internal / external stakeholders on Voice Analytics. Provide feedback and recommendation on process, methodology and functionality to appropriate stakeholders.
Enough about us, letâ€™s talk about you. You are someone with: 3 yearsâ€™ experience in Contact Centre environments with exposure to Contact Centre technology and telephony systems and processes. 2 yearsâ€™ experience in Quality Monitoring customer interactions.
Exposure or interest in Interaction or Speech Analytics tools or software solutions (NICE, Verint, Genesys, IBM, Avaya etc.) as either a business user/manager, vendor consultant or professional services representative. Strong verbal/written communications skills including conversational English and contact centre vernacular.
Bachelorâ€™s Degree in any humanities, business related or information technology discipline or equivalent industry experience. Experience working with data sets to produce analysis and visualized reporting. Why Deloitte? At Deloitte, we create positively differentiated work experiences that enable our people to feel valued and achieve their full potential.
We value difference, and embrace people with diverse backgrounds and thinking styles. Knowing that people work best in different ways, we are happy to discuss alternative arrangements if the working pattern you are looking for is not specifically indicated. Next Steps Sound like the sort of role for....