Interaction Analytics Analyst - Mandarin - Kuala Lumpur (Software Project) at Teleperformance

, , Malaysia -

Full Time

Start Date

Immediate

Expiry Date

17 Jan, 26

Salary

0.0

Posted On

19 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Speech Analytics, Data Analytics, Business Analytics, Communication, Problem Solving, PowerBi, Tableau, Client Relationship Management, Mentoring, Team Collaboration, Analytical Skills, Presentation Skills, Linguistics, Sales Programs, Speech Recognition, Project Reporting

Industry

Outsourcing and Offshoring Consulting

Description

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, Chinese and Malay 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.

Responsibilities

The role involves analyzing customer conversations using advanced speech analytics solutions and making recommendations to solve critical business problems. The analyst will also package and present key findings to stakeholders.