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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 33 days off, bonuses, career development, and wellness programmes.
- Why this job: Join a dynamic team shaping a new function with impactful insights and growth opportunities.
- Qualifications: Experience in data analysis and proficiency in speech analytics platforms required.
- Other info: Flexible locations: Bristol, Edinburgh, Stirling, or Liverpool.
The predicted salary is between 41400 - 51700 £ per year.
Speech Analyst
Salary: From £41,400-£51,700 per year
Who are Diligenta?
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.
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.
What We\’re Looking For
- Experience in extracting and analysing data to uncover trends, customer sentiment, and root causes of issues.
- 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 Stake holder 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.
Benefits
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer’s Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance (\’Death in Service\’) & Group Income Protection
- Apply to find out about our other benefits
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
Ready to take the next step in your career? Apply today and become part of our innovative team!
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? Yes No Have you been referred for this position by Diligenta Employee? Yes No Have you previously worked for Tata Consultancy Services (TCS)? Yes No Attach CV Tick to signal your acceptance of the Diligenta Privacy Policy and the privacy policy of our recruitment partners Sanderson Solutions Group
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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 data analysis skills, particularly in Python, SQL, or R. Being able to demonstrate your proficiency in these languages will show that you're capable of extracting and analysing data effectively.
✨Tip Number 3
Prepare to discuss how you've previously used data to drive business insights. Think of specific examples where your analytical findings led to improvements in customer experience or operational efficiency.
✨Tip Number 4
Network with current employees or professionals in the field of speech analytics. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
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 in data extraction and analysis, particularly with speech analytics platforms. Use specific examples that demonstrate your analytical skills and how you've provided actionable insights in previous roles.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Speech Analyst role at Diligenta. Discuss how your background aligns with their vision of transforming customer service and mention any specific tools or methodologies you are proficient in, such as Python or SQL.
Showcase Your Analytical Skills: When detailing your experience, focus on your ability to analyse speech data and identify trends. Provide concrete examples of how your insights have led to improvements in customer experience or operational efficiency in past positions.
Prepare for Potential Questions: Anticipate questions related to your experience with speech analytics and stakeholder management. Be ready to discuss how you would approach optimising speech analytics tools and presenting findings to leadership.
How to prepare for a job interview at Diligenta
✨Know Your Speech Analytics Tools
Familiarise yourself with the speech analytics platforms mentioned in the job description, such as NICE Nexidia or Verint. Be prepared to discuss your experience with these tools and how you've optimised them in previous roles.
✨Showcase Your Analytical Skills
Prepare examples of how you've extracted and analysed data to uncover trends and insights. Highlight specific instances where your analysis led to improved customer experiences or operational efficiencies.
✨Communicate Effectively
Since stakeholder management is key for this role, practice explaining complex analytical findings in a clear and concise manner. Think about how you would present your insights to leadership and other teams.
✨Demonstrate Team Collaboration
Be ready to discuss your experience working in teams, especially in collaborative environments. Share examples of how you've contributed to team success and driven a unified strategy for continuous improvement.
