SUMMARY ROLE

An exciting opportunity has come available for a Speech Analyst to join a new restructured Enterprise MI, Planning and Insights function. This role will be located in either Bristol, Edinburgh, Stirling or Liverpool.
As a Speech Analyst, you will play a pivotal role in establishing and ensuring the success of a new Speech Analytics team and Centre of Excellence. You will be responsible for analysing speech data to identify key opportunities, emerging trends, and strategic initiatives, helping to drive impactful business insights and improvements.
This is a unique opportunity to work alongside Speech Leads in shaping and driving the growth of a new function within the business. You will play a key role in influencing its development, defining its future direction, and establishing its long-term success.

WHAT YOU’LL BE DOING

• Extract and analyse contact center/customer interaction data to identify trends, customer sentiment, and root causes of issues.
• Provide actionable insights to improve customer experience and operational efficiency.
• Ensure compliance with regulatory and company standards by detecting policy violations and risky language in customer interactions.
• Develop and track key performance indicators (KPIs) related to speech analytics findings, such as customer satisfaction (CSAT), first call resolution (FCR), and agent performance.
• Optimise and fine-tune speech analytics tools, models, and keyword/phrase detection for better accuracy.
• Present analytical findings and insights to leadership, customer experience teams, and other stakeholders.
• Develop dashboards and reports that translate complex speech data into understandable business intelligence.
• Support the wider MI & Insights teams, working collaboratively to deliver an output which is greater than the sum of its parts.
• Providing statistical analysis to provide insights and analysis that facilitates continuous improvement and risk mitigation.

APPLY FOR THIS ROLE:

Do you hold valid Right to Work in the UK?
Yes
No
Do you have any convictions or conditional cautions which are currently unspent under the Rehabilitation of Offenders Act 1974 (including traffic offences)?
Yes
No
Are you or have you been the subject of any Voluntary Arrangements (IVAs), County Court Judgments (CCJs), Bankruptcy, or any other formal credit related proceedings which have or have not been satisfied?
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Have you been referred for this position by Diligenta Employee?
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No
Have you previously worked for Tata Consultancy Services (TCS)?
Yes
No
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