Interaction Analytics Analyst II

TGBPL TP India - IBU; Karnataka; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Teleperformance is seeking an analytics-focused professional to analyze contact center interactions using speech analytics to improve customer experience. The role centers on identifying trends in call data and delivering insights that shape customer service strategies.

You will develop and maintain data trend reports and dashboards to monitor call trends, customer satisfaction, and agent performance, guiding day-to-day improvements within the team.

Responsibilities

• Analyzing customer call data to spot trends and patterns, identifying cost drivers and key performance indicators.
• Delivering actionable insights that inform the development of customer service strategies aimed at improving acquisition, retention, and servicing of customers.
• Developing and maintaining data trend reports and dashboards to understand call trends, customer satisfaction, and call‑center agents’ performance.

Job description

Job Description

The role focuses on analysis of contact center customer interactions using speech analytics tools to enhance the customer experience. Responsibilities include:

• Analyzing customer call data to spot trends and patterns, identifying cost drivers and key performance indicators.
• Delivering actionable insights that inform the development of customer service strategies aimed at improving acquisition, retention, and servicing of customers.
• Developing and maintaining data trend reports and dashboards to understand call trends, customer satisfaction, and call‑center agents’ performance.

Positions at this level typically possess comprehensive knowledge of the discipline or broader area in which the position operates. They execute specialized projects and activities independently, often generating and initiating their own workload without the need for instructions or guidelines. They may supervise the work of less experienced professionals, providing expertise and taking responsibility for the end‑product. Expected to improve day‑to‑day activities and processes, they manage and oversee the implementation of short‑term activities within the team, making operational decisions within a defined scope. These professionals usually manage a team of individual contributors, focusing on professional excellence.

Equity and Inclusion

Teleperformance is an Equal Opportunity Employer.