What are the responsibilities and job description for the Customer Contact Intelligence Analyst position at Coulter Services?
Role Overview: The Customer Contact Intelligence Analyst analyzes call transcripts and customer interaction data to identify trends and operational opportunities.
Key Responsibilities
Key Responsibilities
- Examine conversation intelligence outputs to uncover customer needs and suggest operational improvements.
- Assess voice-of-customer and voice-of-employee feedback for insights impacting satisfaction and performance.
- Validate data accuracy and identify anomalies before sharing findings.
- Translate insights into actionable recommendations aligned with contact center and enterprise goals.
- Present insights and recommendations to operational leaders and cross-functional teams.
- Bachelor’s degree required.
- At least 2 years of experience in business analysis, operations analysis, or contact center operations.
- Strong analytical, data interpretation, and stakeholder management skills.
- Experience with conversation intelligence platforms like Verint or Qualtrics preferred.
- Proficiency in business intelligence and reporting tools.