Lead Analyst - Customer Service Quality Apply
Job Title: Speech Analytics Lead Analyst
Company: UIL
Location: CT-Marsh Hill
Reports to (Title): Manager Quality Assurance (Customer Care)
The base salary range for this position is $80,582.00 to $104,756.00 and is dependent upon experience.
Responsibilities
MAJOR ROLES AND RESPONSIBILITIES:
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRIDs employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
Company: UIL
Location: CT-Marsh Hill
Reports to (Title): Manager Quality Assurance (Customer Care)
The base salary range for this position is $80,582.00 to $104,756.00 and is dependent upon experience.
Responsibilities
MAJOR ROLES AND RESPONSIBILITIES:
- Responsible for the performance of the overall Quality speech analytics category design and leveraging tools to design solutions for contact centers
- Work cross-functionally with various groups internally and externally.
- Responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and making recommendations for the betterment of the company
- The position requires an understanding of speech analytics, file structures, IT tools, and statistics 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
- Provide ongoing speech category design
- Ability to determine opportunities through analysis of current or future trends
- Weekly/monthly reporting to management and business units
- Structure an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
- Clearly articulate thoughts and ideas in oral and written presentations
- Contribute creative ideas to conduct thorough analysis to estimate risk/reward
- Assist other users with data analysis as needed
- Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance. Includes creating syntax, fine tuning syntaxes, building categories, category validation, etc.
- Identify patterns and trends for process improvement, documentation,
- Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc.
- Leverage speech analytics to identify customer sentiment, understand customer needs and improve customer service overall
- Other duties as assigned.
- Support special projects as requested.
- Understanding of utility operations, contact center policies/procedures and billing processes.
- Dedication to an outstanding customer experience for both internal and external clients, and co-workers
- Highly disciplined self-starter with solid analytical, collaboration, organizational and problem-solving skills
- Excellent written and verbal communication and persuasive skills
- Strong computer skills, including proficiency in Microsoft Excel (charts, formulas, macros, pivot tables), Word, Access, Outlook, PowerPoint and Visio
- Ability to maintain proficiency and inspire change as process systems and software evolve
- Ability to multi-task, respond well to pressure and deadlines, and work well individually and in a team environment
- Skills with CallMiner Nexidia, NICE, Verint or other speech analytics packages preferred
- A Plus skill set:
- Experience with Lean or Six Sigma
- Dealing with comprehensive reporting requirements
- Minimum of two (2) years of experience including QA Experience. Data and/or statistical analysis
- Bachelor's degree in an analytical or quantitative field preferred. Equivalent experience in reporting and analytics
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRIDs employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
