Job Description: The Lead Analyst will be responsible for analysis of Operator and Team member conversations/interactions utilizing an advanced speech analytics solution supporting the QA Evaluation Automation initiative. This role will work to understand the organization’s business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and proposing solutions to the organization. This role will handle drilling down into large quantities of data and driving organizational change. This is a professional role and will report to the HELP Analytics Sr. Team Leader. Job Responsibilities: Compile information from multiple sources, understand key performance indicators and spot trends and patterns. Craft documentation including process maps, diagrams, manuals, charters, and scopes. Participate in the development of process improvements and assess pre and post implementation change. Make recommendations and define data strategies that solve critical business problems. Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies. Build and maintain pipelines from source resources to targeted analytic systems (e.g. Clarabridge platform) Collaborate & communicate effectively with QA Reviewers and Team Leaders, as well as business sponsor executives and stakeholders. Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment supporting the QA Evaluation Automation initiative. Contribute to business value knowledgebase and accurate support handoffs. Package and deliver key findings and briefings. Educate various teams on behaviors contributing to a positive impact within their unit vs. negative trends Job Requirements: Has strong analytical and problem-solving skills Possess the ability to work independently, self-navigate organizational and technical challenges 3 years of experience in any of the following fields: quantitative analysis, data modeling, reporting, relational database tools, data warehousing, database architecture, SQL, software development, call center operations, statistical analysis, data engineering or speech analytics or Natural Language Processing (NLP) related work. Knowledgeable in call center metrics Experience partnering well with cross-functional teams Ability to effectively present information Bachelor’s degree in data science or related field. Has a keen eye for detail and for the thoughtful investigation of data Strong understanding of data visualization methods Bachelor’s Degree 3 Years of Experience Proven ability to learn quickly and solve complex problems Strong communication/verbal skills Job Details: Company: Chick-fil-A Vacancy Type: Full Time Job Location: Atlanta, GA, US Application Deadline: N/A Apply Here vacancyoptions.com
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