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- Tasks: Analyse speech data to uncover trends and improve customer experience.
- Company: Diligenta is a leading Life and Pensions Administration Service provider focused on customer service.
- Benefits: Enjoy a collaborative culture, opportunities for growth, and the chance to work in various UK locations.
- Why this job: Join a new team shaping the future of speech analytics with impactful insights and positive change.
- Qualifications: Proficiency in speech analytics tools and knowledge of Python, SQL, or R required.
- Other info: Work in a supportive environment that values development and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
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, Liverpool or Peterborough. 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.
What We're Looking For:
- Proficiency in speech analytics platforms such as NICE Nexidia, Verint, CallMiner, Genesys, or similar, with the ability to optimize and fine-tune models for accuracy.
- Strong analytical skills to provide actionable insights that enhance customer experience and operational efficiency.
- Knowledge of Python, SQL, or R for data extraction, statistical analysis, and dashboard/report development.
- Strong stakeholder management skills with the ability to communicate analytical findings to leadership, customer experience teams, and other key stakeholders.
- Team building and collaboration skills, working closely with MI & Insights teams to drive a unified, data-driven strategy for continuous improvement.
Speech Analyst employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Speech Analyst
✨Tip Number 1
Familiarise yourself with the specific speech analytics platforms mentioned in the job description, such as NICE Nexidia or Verint. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Brush up on your analytical skills by working on real-world datasets. Try to extract insights using Python or SQL, as this will not only enhance your skills but also provide you with concrete examples to discuss during your interview.
✨Tip Number 3
Network with current employees or professionals in the field of speech analytics. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss how you would approach stakeholder management. Think of examples where you've successfully communicated complex data insights to non-technical audiences, as this is a key aspect of the role.
We think you need these skills to ace Speech Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Speech Analyst role. Emphasise your proficiency in speech analytics platforms and any analytical tools you've used.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the importance of speech analytics. Mention specific examples of how you've used data to drive improvements in previous roles.
Highlight Technical Skills: Clearly outline your technical skills, especially in Python, SQL, or R. Provide examples of how you've applied these skills in past projects or roles to extract and analyse data effectively.
Showcase Collaboration Experience: Demonstrate your ability to work collaboratively with teams. Include examples of how you've successfully communicated analytical findings to stakeholders and contributed to team-driven strategies.
How to prepare for a job interview at Diligenta
✨Showcase Your Analytical Skills
Be prepared to discuss your experience with speech analytics platforms like NICE Nexidia or Verint. Highlight specific projects where you extracted and analysed data, and how your insights led to improvements in customer experience or operational efficiency.
✨Demonstrate Technical Proficiency
Familiarise yourself with Python, SQL, or R, as these are crucial for the role. Be ready to explain how you've used these tools in past roles to develop dashboards or conduct statistical analysis, showcasing your ability to translate complex data into actionable insights.
✨Prepare for Stakeholder Engagement
Since strong stakeholder management is key, think of examples where you've effectively communicated analytical findings to non-technical audiences. Practice explaining complex concepts in simple terms, as this will demonstrate your ability to influence and collaborate with various teams.
✨Emphasise Team Collaboration
Diligenta values a collaborative culture, so be ready to discuss how you've worked within teams to achieve common goals. Share experiences where your contributions helped drive a unified strategy for continuous improvement, highlighting your team-building skills.
