Speech Analytics & Insights Platform Analyst

Vitality; Stockport; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Bonus Schemes

Pension up to 12% matched

Health insurance

Life Assurance – 4x annual salary

Job summary

Vitality is seeking a Speech Analytics Platform Analyst to design, run and optimise systems turning customer conversations into measurable business insights. You will work across speech analytics, data and reporting to translate complex language patterns into outputs that enhance customer outcomes, compliance, coaching and operational performance.

You will build dashboards and scorecards, transform data with SQL and Excel, and communicate insights to Quality Assurance, Operations and Risk teams.

Qualifications

• Experience building and maintaining dashboards in Power BI.
• Strong data extraction, transformation and analysis using SQL and Excel.
• Ability to translate data insights into actionable recommendations for stakeholders.

Responsibilities

• Build and maintain scorecards and structures within the conversation intelligence platform.
• Extract, transform and analyse conversational data using Power BI, Excel and SQL.
• Develop dashboards for Quality Assurance, Operations and Risk with clear commentary and recommendations.
• Apply governance and GDPR requirements across platform configuration, data analysis, reporting and insight delivery.
• Provide training and guidance to analysts, managers and agents on using the platform effectively.

Skills

Advanced Data Analysis

Platform Configuration

Stakeholder Communication

Tools

Power BI

SQL

Excel

Job description

Vitality is seeking a Speech Analytics Platform Analyst to design, run and optimise systems turning customer conversations into measurable business insights. You will work across speech analytics, data and reporting to translate complex language patterns into outputs that enhance customer outcomes, compliance, coaching and operational performance.

You will build dashboards and scorecards, transform data with SQL and Excel, and communicate insights to Quality Assurance, Operations and Risk teams.