Speech Analytics Platform Specialist

Vitality; Poole; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Bonus schemes

Pension up to 12% (matching 6%)

Vitality health insurance

Life Assurance – 4x annual salary

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Power BI dashboards

Advanced data analysis

SQL data analysis

APIs integration

Analytical thinking

Stakeholder communication

Independent work

Collaboration

Tools

Power BI

Excel

SQL

Job description

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