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Speech Analyst, Data Analytics

Job type:

Permanent

Job Description

Fueled by the passion for discovery, the Speech Analyst is an analytics expert with a minimum of 5 years of hands-on experience in business/speech analytics and stakeholder management.  He/She will work with multiple areas of Direct Energy (DE) including but not limited to front & back office operations, operations strategy and reporting, sales, and customer experience.  He/She will use business data and speech analytics to provide insight into business performance and suggest areas for and methods of improving operations.  He/She will implement analytical approaches and methodologies as well as assist in the interpretation of the results.

Requirements

  • 4 year College or University degree in IT, IS, Data Science, or Business
  • 4-5 years’ experience in business/speech analytics
  • Knowledge of speech analytics tools (experience with CallMiner(CM) voice analytics tool preferred)
  • Knowledge of Microsoft Office suite
  • Ability and desire to learn new technologies
  • Ability to communicate and establish good relations with multi-disciplinary teams
  • Resourcefulness and ability to work with limited supervision
  • Flexibility and ability to manage multiple tasks and deadlines
  • Customer focus and results oriented, meeting deadlines

Responsibilities

  • Establish a detailed understanding of DE’s strategies, vendor requirements, and regulatory concerns as they apply to our business
  • Build strong knowledge of the mechanics and scripting language used by the CM product to become the content expert at DE
  • Gain firm understanding of how the data used is accumulated and how it flows through the process from the initiation of the call to the CM outputs
  • Utilize best practices to calibrate the CM tool to accurately reflect the content of our calls along with highlighting areas of concern within the calls.
  • Analyze data to identify and recommend opportunities to improve the customer experience, operational procedures and policies, along with how DE leverages the CM tool.
  • Understand DE stated practices in order to identify gaps between them and actual practices, and escalate any significant gaps to management
  • Establish a set of dashboards and executive level reports to bring forward the most relevant data and trends by client, site, collector, etc.

The IndividualDirect Energy and its subsidiaries are a Equal Employment Opportunity
employer--M/F/disability/protected veteran status