Your future role:
The Business Insight Analyst will be responsible for the performance of the overall Quality speech analytics category design and leveraging tools to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations and mentoring Speech Analyst
This individual will work cross-functionally with various groups internally and externally. Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses for the execution of scorecards.
The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations for the betterment of the company. The position requires an understanding of speech analytics, file structures, IT tools, and statistics in order to assess opportunities effectively and providing directions to Business Insight Analyst.
- Ability to understand the organization's business objectives and goals, analyze recorded audio and audio-based data sets for critical insights
- Works with IT to address problems with automated processes that support the speech analytic platform
- Provides ongoing speech category design
- Serves as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform
- Ability to determine opportunities through analysis of current or future trends
- Weekly/monthly reporting to management and business units
- Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
- Clearly articulates thoughts and ideas in oral and written presentations
- Contributes creative ideas to conduct thorough analysis to estimate risk/reward
- Assists other users with data analysis as needed
- Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance
Your profile:
- Fluent in both German & English
- Minimum 2 years prior work experience performing business, data and/or statistical analysis. Collections or financial industry experience a plus
- Undergraduates or Graduates in any stream. - Bachelor's degree in analytical or quantitative field preferred.
- Skills with CallMiner, Nexidia, NICE, Verint or other speech analytics package required
- Highly disciplined self-starter with solid collaboration & communication skills
- Advanced skills in Microsoft applications such as Excel (charts, formulas, macros),PowerPoint, and Visio
- Some experience with Lean or Six Sigma a plus
- Dealing with comprehensive reporting requirements a plus
- Microsoft Project knowledge, or experience with comparable project tracking software is a plus
- Orientation for detail, coupled with organizational and Project Management skills
- Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment
- Natural entrepreneurial interests a plus
- Excellent knowledge of data structures and experience working in SAS, SQL or other analytic or business reporting language
- The possibility to work remotely from the territory of Romania.
Looking forward to welcoming you to the team!
Discover what awaits you:
- Daily meal tickets worth 30 RON to keep you fueled.
- Comprehensive private medical insurance to take care of you (can be also extended to your family).
- Employee Assistance Program Subscription with EAP Romania, providing support for your well-being and personal development
- Great discounts at our partner shops, including electronics, telecommunications subscriptions, dentist partner clinics and optical clinics
- Access to the 7card by Gympass for your fitness and well-being
- Special banking offers to support your financials
- Referral bonus, depending on the campaign of the job opening
- A well-defined career path with many opportunities to grow and explore
- A warm, multicultural environment where your unique voice is valued and celebrated
- Access to a wide range of training and development opportunities
- Discover our vibrant communities of interest, including sports, volunteering, mental health allies, parenting and many other.
At Foundever®, we make things simple.
Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.
We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.
Let's create best moments together!