What are the responsibilities and job description for the Interaction Analytics Analyst - Thai - TPTH position at Teleperformance?
Overview
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.
Qualifications
- Speech, Business, and/or Data Analytics background desired (3 years).
- 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 PowerBi, Tableau tools preferred
- Experience in Sales programs preferred
- strong English, Thai speaking, reading and writing skills
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.
- Collaborate & communicate effectively with business sponsors, executives and stakeholders.
- Ability to build and maintain strong client relationships.
- Contribute to business value knowledge base and accurate support hand-offs.
- Utilize best practice speech analytics methodologies.
- Individual must be a confident team player who can work well with others, mentor new team members and provide (and receive) constructive feedback.
- Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must.
- Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
- Excellent communication skills and a positive attitude are required.