Speech Analytics Platform Analyst

Vitality; Poole; Híbrido; GBP 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus schemes

Pension up to 12% (matching 6%)

Vitality health insurance

Life Assurance – 4x annual salary

Descripción de la vacante

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

You will extract and analyse data using Power BI, Excel and SQL, develop dashboards for Quality Assurance, Operations and Risk, and collaborate with

Formación

• Advanced Power BI and Excel skills required for building dashboards and data transformation.
• Strong SQL knowledge for data extraction and analysis.
• Experience translating data into actionable insights for stakeholders.

Responsabilidades

• Build and maintain scorecards, dashboards and category structures within the conversation intelligence platform.
• Extract, transform and analyse conversational data using Power BI, Excel and SQL with clear outputs.
• Develop dashboards for Quality Assurance, Operations and Risk, with actionable recommendations.
• Apply conversational design principles to improve customer experience and compliance.
• Translate insights into coaching frameworks with cross-functional teams.
• Support QA scoring models and automation across voice, chat and messaging channels.
• Provide training to analysts, managers and agents on platform use.
• Identify platform improvements and test new functionality to boost accuracy.
• Ensure governance and GDPR compliance across data handling and reporting.
• Maintain documentation of platform logic, data models and reporting structures.

Conocimientos

Power BI dashboards

Advanced data analysis

SQL data analysis

APIs integration

Analytical thinking

Stakeholder communication

Independent work

Collaboration

Herramientas

Power BI

Excel

SQL

Descripción del empleo

Team – Resource Plannning

Working Pattern - Hybrid – 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, 35 hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role

• Advanced Data Analysis
• Proven Platform Configuration
• Strong Stakeholder Communication

What this role is all about

We’re looking for a Speech Analytics Platform Analyst to build, maintain and optimise the systems that turn customer conversations into measurable business insight. Working across speech analytics, data and reporting, the role will translate complex language patterns into clear outputs that improve customer outcomes, regulatory compliance, coaching and operational performance.

Key Actions

• Build and maintain scorecards, processes and category structures within the conversation intelligence platform to measure agent behaviours, customer experience and compliance
• Extract, transform and analyse conversational data using Power BI, Excel and SQL, ensuring insight is accurate, accessible and structured for wider business use
• Develop and maintain dashboards that provide stakeholders across Quality Assurance, Operations and Risk with clear commentary and actionable recommendations
• Apply conversational design principles to identify the language and behaviours that influence customer experience, escalation, vulnerability and resolution quality
• Translate behavioural insight into practical coaching frameworks and performance conversations in collaboration with Quality Assurance, Knowledge and operational teams
• Support the development of Quality Assurance scoring models and automation features across voice, chat and messaging channels
• Provide training and practical guidance that enables analysts, managers and agents to use conversation intelligence platforms effectively
• Identify platform improvements and support the testing and release of new functionality to improve accuracy, efficiency and user experience
• Apply governance and GDPR requirements across platform configuration, data analysis, reporting and insight delivery
• Maintain clear documentation covering platform logic, reporting structures and data models to support transparency, troubleshooting and continuous improvement

What do you need to thrive?

• Advanced Power BI skills, with experience building and maintaining dashboards
• Advanced Excel skills, including data transformation, lookup functions and pivot tables
• Working knowledge of SQL for data extraction and analysis
• Confidence using or learning APIs to access, transfer and automate data
• Strong analytical skills with the ability to identify patterns and turn data into clear, actionable insight
• An understanding of how language can influence customer behaviour, outcomes and regulatory compliance
• The ability to work independently, manage competing tasks and take ownership of deliverables
• Clear communication skills and confidence presenting insight to technical and non-technical audiences
• A collaborative approach to working with stakeholders across different business areas
• Curiosity and sound judgement when challenging existing processes and recommending improvements

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest you’ve ever been
• Create an environment that embraces you as you are and enables you to be your best self
• Give you flexibility on how, where and when you work
• Help you advance your career by playing you to your strengths
• Give you a voice to help our business grow and make Vitality a great place to be
• Give you the space to try, fail and learn
• Provide a healthy balance of challenge and support
• Recognise and reward you with a competitive salary and amazing benefits
• Be there for you when you need us
• Provide opportunities for you to be a force for good in society

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.