Job Title: Dutch Insights Quality Analyst
Reporting To: Senior Manager Insights Analytics
Purpose of the Job:
Responsible for the performance of the overall Interaction Analytics category design in support of quality processes and leveraging tools to develop solutions for customer care support improvement.
The position will be responsible for developing queries, evaluating quality, ensuring standardization of external files, leading projects that relate directly to the interaction analytics platform and making recommendations for the betterment of the company. In order to assess opportunities effectively, the position requires an understanding of customer care interaction dynamics, quality processes and has confidence in learning and using new tools.
Job Requirements
- are fluent in written and spoken Dutch language with a good level of English also
- have the ability and understanding in managing and prioritizing time and projects
- understand the organization's business objectives and goals, can analyze recorded audio and audio-based data sets for critical insights
- have excellent written and verbal communication as well as presentation skills
- have energy and enthusiasm to drive towards results
- have good experience with Excel (charts, formulas, macros) and PowerPoint
- have Text or Speech Analytics experience (maintaining categories, taxonomies)
- have experience with CallMiner, NICE, Verint or other speech analytics package (preferred)
- have ability to interpret results and create relevant and effective insights (preferred)