OPERATIONS ANALYST

at  Green Shield

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.
We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
Our mission is to create better health for all Canadians, and we know that starts with our employees.

EXPERIENCE:

• 3+ years of experience in speech analytics, customer experience analysis, or a similar role within a contact center or customer service environment.
• Hands-on experience with speech analytics tools (e.g., Verint, NICE, CallMiner) and familiarity with voice transcription software.

TECHNICAL SKILLS:

• Proficiency in Excel and data visualization tools like Tableau or Power BI for report generation and analysis.
• Familiarity with SQL or other querying languages for data extraction and manipulation.
• Experience with customer relationship management (CRM) systems and data management platforms is a plus.
  Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable business insights.
  Communication Skills: Excellent written and verbal communication skills, with the ability to clearly present findings and insights to both technical and non-technical stakeholders.
  Attention to Detail: Strong attention to detail and a commitment to data accuracy and integrity in analysis and reporting.
  Team Player: A collaborative mindset with the ability to work effectively across departments and with various stakeholders.
  Bilingualism: (French/English), especially for companies with multi-lingual customer bases.

THE ROLE IN A NUTSHELL

As a Channel Analyst specializing in Speech Analytics, you will play a pivotal role in extracting actionable insights from customer interactions across various channels, particularly voice-based communication. You will utilize advanced speech analytics tools and data analysis techniques to identify trends, enhance customer experience, and improve operational performance. Your work will directly support the optimization of contact center strategies and drive data-driven decision-making across the organization.

KEY RESPONSIBILITIES

Speech Analytics: Leverage speech analytics software to transcribe, analyze, and extract meaningful insights from customer calls, chat interactions, and other voice-based channels. Focus on key metrics such as customer sentiment, call compliance, and service quality.
Data Analysis & Reporting: Develop and maintain comprehensive reports and dashboards that monitor customer interactions, agent performance, and customer satisfaction metrics. Provide actionable insights to improve service quality and efficiency.
Trend Identification & Insights Generation: Analyze voice data and other customer touchpoints to identify emerging trends, recurring issues, and areas of improvement in the customer journey. Translate these findings into recommendations for operational enhancements.
Performance Monitoring & KPIs: Establish, track, and report on performance metrics related to speech analytics, customer experience, and agent behavior. Ensure KPIs are aligned with business goals and drive continuous improvement.
Collaboration: Work closely with customer service, operations, and IT teams to align analytics efforts with organizational objectives and ensure reporting needs are met across departments.
Process Improvement: Continuously seek opportunities to improve speech analytics processes, ensuring data accuracy, consistency, and usability. Implement best practices to improve data collection, analysis, and reporting workflows.
Training & Support: Provide training and support to team members and stakeholders on speech analytics tools, ensuring effective use of technology and fostering a culture of data-driven decision-making.
Ad Hoc Analysis: Conduct ad hoc analysis to support special projects, including identifying specific issues impacting customer satisfaction, agent performance, or operational efficiency.