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:

• 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
  
  

Additional Responsibilities

• Other duties as assigned.
• Support special projects as requested.
  
  

Skills And Requirements

• 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
  
  

Education And Experience Required

• 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
  
  

Mobility Information

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

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