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- Tasks: Analyse speech data to identify 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 supportive culture that values positive change and offers impactful work.
- Qualifications: Experience with speech analytics platforms and strong analytical skills required.
- Other info: Flexible locations: Bristol, Edinburgh, Stirling, Liverpool, or Peterborough.
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.
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
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.
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!
Speech Analyst employer: Sanderson Recruitment Plc
Contact Detail:
Sanderson Recruitment Plc 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. Consider creating a portfolio of projects that showcase your ability to extract insights from speech data, which you can discuss during your interview.
✨Tip Number 3
Network with current employees or professionals in the field through platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations for the Speech Analyst role.
✨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 crucial for the role.
We think you need these skills to ace Speech Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Speech Analyst position. Understand the key responsibilities and required skills, such as proficiency in speech analytics platforms and strong analytical abilities.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the requirements of the Speech Analyst role. Emphasise your proficiency in tools like NICE Nexidia or Verint, and any experience you have with Python, SQL, or R.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your analytical skills. Mention specific examples of how you've used data analysis to drive improvements in previous roles, and express your enthusiasm for contributing to Diligenta's mission.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role focused on analysis and insights.
How to prepare for a job interview at Sanderson Recruitment Plc
✨Know Your Speech Analytics Tools
Familiarise yourself with the specific 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 models for accuracy in previous roles.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data analysis to drive business insights. Highlight any specific instances where your findings led to improved customer experiences or operational efficiencies, as this will resonate well with the interviewers.
✨Communicate Effectively
Since stakeholder management is crucial for this role, practice explaining complex analytical concepts in simple terms. Think about how you would present your findings to non-technical stakeholders and be ready to demonstrate your communication skills during the interview.
✨Emphasise Team Collaboration
Diligenta values teamwork, so be prepared to discuss your experience working collaboratively with others. Share examples of how you've contributed to team success and how you can support the wider MI & Insights teams in achieving their goals.
