Interaction Analytics Analyst

ARISE VIRTUAL SOLUTIONS, INC

22h•Remote

About The Position

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities Our Quality Assurance & Center of Excellence team at Arise is looking for an Interaction Analytics Specialist who will report into the Director of Quality Assurance. This position is accountable for analysis of customer conversations/interactions utilizing an advanced speech & data analytics solution. Responsibilities include understanding the organization's business objectives and goals, analyzing audit data, recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization. The ideal candidate will possess strong analytical skills, root-cause analysis and attention to detail.

Requirements

Speech, Business, and/or Data Analytics background desired (3+ years).
Experience with CallMiner Eureka, Nexidia, Verint, Mattersight, NICE or other Interaction Analytics platforms preferred.
Fluent in English required; written and spoken.
Experience in speech analytics/speech recognition.
Experience in preparing and presenting written project status reports and executive briefings.
Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings.
Proficiency in Excel, Tableau, PowerBi, SQL etc.
Proven working experience in data analysis.
Proven experience as a Manager or similar roles

Responsibilities

Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
Day-to-day responsibilities include requirements gathering, documenting, and identifying of words and phrases for the creation of categories and scores that are used to drive business value utilizing the speech analytics solution.
Make recommendations and define strategies that solve critical business problems, through both established industry best practices and creative innovations.
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
Collaborate & communicate effectively with business sponsors, executives and stakeholders.
Manage, Mentor, & Motivate Quality Analysts
Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
Contribute to business value knowledge base and accurate support hand-offs.
Ability to structure data analysis, driving analytics insights and analytical solutions.
Collaborate with business stakeholders to frame problem statements and deliver technical solutions to improve existing processes.