Speech Team Overview
Want to be a part of a Speech Analytics team focused on transforming Quality and Customer Experience across the enterprise? Join a team that is transforming the way we operate through cutting edge business intelligence. The Quality & CX Speech Analytics team leverages state of the art Nexidia Speech technology, Quality Central and NPM to unlock hidden insights. The team builds speech studies, automated quality programs, business intelligence insights and performance management mechanisms designed to support enterprise Quality, Voice of the Customer and Performance Coaching.
The insights derived from speech solutions are designed to improve agent/leader performance, process capability, training effectiveness and a world class quality program. The solutions we design will deliver millions of dollars in ROI, improvements to the customer experience, reduction in customer effort, enhanced risk mitigation and a vehicle to deliver consistent operational behaviors across 60+ call centers.
The Speech Analyst will be responsible for the performance of the overall Quality speech analytics category design and leveraging Nexidia to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations. This individual will work cross-functionally with various groups internally and externally. Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses for the execution of scorecards. The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations for the betterment of the company. The position requires an understanding of speech analytics, file structures, IT tools, and statistics in order to assess opportunities effectively.
Ability to understand the organization's business objectives and goals, analyze recorded audio and audio-based data sets for critical insights
Works with IT to address problems with automated processes that support the speech analytic platform
Provides ongoing speech category design
Serves as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform
Ability to determine opportunities through analysis of current or future trends
Weekly/monthly reporting to management and business units
Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
Clearly articulates thoughts and ideas in oral and written presentations
Contributes creative ideas to conduct thorough analysis to estimate risk/reward
Assists other users with data analysis as needed
Serves as a point of contact for external companies whose files must adhere to a required formatting convention
Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance
Minimum 2 years prior work experience performing business, data and/or statistical analysis. Collections or financial industry experience a plus
2+ years experience with CallMiner, Nexidia, NICE, Verint or other speech analytics package required
Highly disciplined self-starter with solid collaboration & communication skills
Advanced skills in Microsoft applications such as Excel (charts, formulas, macros),PowerPoint, and Visio
Some experience with Lean or Six Sigma a plus
Dealing with comprehensive reporting requirements a plus
Microsoft Project knowledge, or experience with comparable project tracking software is a plus
Orientation for detail, coupled with organizational and Project Management skills.
Fast paced, start up environment
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
FCC Unit: 13541 Business Unit: Customer Operations