Speech Analytics Coordinator - Contact Centers - Advanced English

Aon Corporation; Ciudad de México; Hybrid; MXN 550,000 - 750,000; Full time

Job summary

Aon está buscando un Senior Speech Analyst para su equipo de Customer Experience Analytics. El rol implica extraer insights de interacciones con clientes y proponer mejoras operativas, con opciones de trabajo híbrido desde la Ciudad de México tras 3 meses de entrenamiento.

Se valoran experiencia con Verint/NICE/Nexidia/CallMiner, experiencia en MS Excel y SQL, y dominio del inglés (C1). Este puesto colabora con operaciones y analistas para generar decisiones basadas en datos.

Qualifications

• Bachillerato o licenciatura con al menos 5 años de experiencia analítica.
• 3+ años en un entorno de contact center
• Experiencia demostrada con tecnología de Speech Analytics (Verint, NICE/Nexidia, CallMiner o similar).
• Nivel de inglés C1.
• Fuerte habilidad en Excel (macros, formulas, tablas dinámicas, VLOOKUP).
• Conocimiento de estructuras de datos y SQL u otra herramienta de consultas.

Responsibilities

• Desarrolla, prepara y analiza informes para revisión gerencial y presenta hallazgos.
• Trabaja de forma cross-funcional diseñando soluciones de negocio y comunica su valor a distintos niveles.
• Apoya al CX Analytics Leader en múltiples proyectos y coordina recursos internos y externos.
• Contribuye a mejoras de procesos, sistemas o productos para optimizar centros de contacto.
• Crea, prueba y modifica consultas de Speech Analytics conforme a procesos y gobernanza de datos.
• Realiza capacitación de usuarios en la solución de Speech Analytics.
• Evalúa solicitudes e indicaciones del negocio relacionadas con capacidades de Speech Analytics, reports, dashboards, alertas y proyectos.
• Realiza escucha de llamadas y captura de datos manual según sea necesario.

Skills

Speech Analytics

Excel

SQL

English (C1)

Data Analysis

Communication

Multitasking

Education

Bachelor's degree

Tools

Verint

NICE/Nexidia

CallMiner

Job description

Descripción de la publicación

Join Aon's Customer Experience Analytics team as a Senior Speech Analyst, where you will play a critical role in helping contact center leaders better understand customer interactions, identify operational improvement opportunities, and drive data-informed decisions. We are looking profiles with experience working with Speech Analytics technology (Verint, NICE/Nexidia, CallMiner or similar).

This full-time hybrid position is based in our Mexico City office, with hybrid work options available after initial training of 3 months. The role supports multiple business areas and a phenomenal opportunity to join a collaborative and high-performing team in our Global Capability Center.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one engaged team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

In the role of Senior Speech Analyst, you will demonstrate advanced Speech Analytics skills. You will uncover insights from customer interactions and initiatives that improve the performance of the contact center, customer satisfaction, and operational efficiency. You will partner with Operations Leaders of Call Centers, Quality analysts, and Speech Analytics members to translate data into actionable recommendations that drive meaningful outcomes.

• Develops, prepares and analyzes reports with sophisticated analysis and data for management review, and presents to different interested parties.
• Works cross-functionally in analyzing, designing, and developing business solutions, and assists with communication with various levels of the business to demonstrate the value of the program.
• Supports the CX Analytics Leader by providing analytical support for multiple and cross-functional projects simultaneously, coordinates with internal and external resources as needed.
• Assists in improving processes, systems' implementations or products to enhance the performance of the contact centers and their analytical extraction.
• Builds, tests, validates and modifies Speech Analytics queries in accordance with set processes and data governance standards.
• Conducts new (business) user training on Speech Analytics solution.
• Works with the CX Analytics Leader to assess requests and inquiries from the business related to Speech Analytics capabilities, reports, dashboards, alerts and projects.
• Conduct call listening & manual data capture as needed, to support Speech Analytics projects.

How this opportunity is different

This role offers an exceptional opportunity to combine customer experience, data insights, digital solutions, and business consulting within a highly visible function. Rather than simply reporting on contact center performance, you will help shape customer experience strategies by uncovering the voice of the customer through advanced analytics.

Skills and experience that will lead to success

• Bachelor's degree (minimum 5 years of prior proven experience in an analytical role)
• 3+ years working in a contact/call center setting (at any level)
• Demonstrated proficiency working with Speech Analytics technology (Verint, NICE/Nexidia, CallMiner or similar)
• C1 English level required
• High level of proficiency in MS Excel (macros, formulas, pivot tables, V-lookups)
• Desirably excellent knowledge of data structures and proficiency in working with SQL or other business querying tool.
• Excellent analytical, mathematical and creative problem-solving skills.
• Ability to manage multiple projects within committed timelines; strong multi-tasking and prioritization skills.
• Sound communication skills, able to accurately and effectively connect with peers and leaders in other groups both verbally and in writing.
• Ability to create and maintain strong working relationships with colleagues and clients.

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