Interaction Analytics Analyst

Agensi Pekerjaan JobScoper Sdn. Bhd.; Kuala Lumpur; On-site; MYR 45,000 - 65,000; Full time

Job summary

A leading company in Malaysia is seeking an experienced analyst to utilize advanced speech analytics solutions for customer interactions. This role involves analyzing conversations, presenting insights, and recommending strategies to improve business processes. Ideal candidates should have a strong background in Data Science or Business Analytics, with excellent communication skills in English, Mandarin, and Bahasa Malaysia. The position offers numerous opportunities for career growth and a range of benefits, including medical insurance and paid leave.

Benefits

Medical Insurance

EPF / SOCSO / PCB

Training Provided

Overtime Pay

5 Working Days

Qualifications

• 3+ years of experience in speech and business analytics.
• Degree in Data Science, Business Analytics, or equivalent experience.
• Strong English, Mandarin, and Bahasa Malaysia skills required for communication.

Responsibilities

• Analyze customer conversations using advanced speech analytics solutions.
• Communicate findings and propose solutions to business problems.
• Prepare and present project status reports to stakeholders.

Skills

Speech Analytics

Business Analytics

Data Analysis

Communication

Problem Solving

Client Relationship Management

Teamwork

Education

Bachelor's Degree in Data Science

Bachelor's Degree in Business Analytics

Bachelor's Degree in Computer Science

Bachelor's Degree in Linguistics

Tools

Nice Nexidia

Verint Impact 360

CallMiner

Sprinklr

Madellia

Qualtrics

PowerBi

Tableau

Job description

Fewer than 10 applicants. Your chances are good!

• Speech, Business, and/or Data Analytics background desired (3+ years).
• Degree in Data Science, Business Analytics, Computer Information Systems, Computer Science or Linguistics desired; or equivalent experience
• Experience in preparing and presenting written project status reports and executive briefings.
• Experience in speech analytics/speech recognition.
• Experience with Nice Nexidia (Nexidia Analytics), Verint Impact 360 (AI Quality Bot), CallMiner, Sprinklr (Quality Management), Madellia, or Qualtrics (preferred).
• Experience with PowerBi, Tableau tools preferred
• Experience in Sales programs preferred
• strong English, Mandarin and Bahasa Malaysia speaking, reading and writing skills

This position is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization.

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
• Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
• Package, deliver, and at times present key findings and briefings.
• Collaborate & communicate effectively with business sponsors, executives and stakeholders.
• Ability to build and maintain strong client relationships.
• Contribute to business value knowledge base and accurate support hand-offs.
• Utilize best practice speech analytics methodologies.
• Individual must be a confident team player who can work well with others, mentor new team members and provide (and receive) constructive feedback.
• Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must.
• Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
• Excellent communication skills and a positive attitude are required.
• Permanent Position
• Medical Leave
• Hospitalization Leave
• EPF, SOCSO, EIS
• PCB
• Medical Insurance
• Plenty Career Growth Opportunities

Additional Benefits

• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Medical Insurance
• Training Provided
• Overtime Pay
• 5 Working Days

Interaction Analytics Data Analysis Data Science Computer Science

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