Interaction Analytics Analyst - Mandarin - Kuala Lumpur (Software Project)

Teleperformance USA; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Speech Analyst to analyze customer interactions using advanced speech analytics solutions. The role involves making strategic recommendations, collaborating with stakeholders, and delivering insightful reports. Candidates should possess strong analytical skills, a relevant degree, and experience in speech analytics tools.

Qualifications

• 3+ years experience in speech analytics or speech recognition preferred.
• Strong English, Chinese, and Malay language skills required.
• Experience in preparing and presenting project status reports.

Responsibilities

• Analyze customer conversations using speech analytics.
• Make recommendations to solve business problems.
• Deliver and present key findings to stakeholders.

Skills

Analytical skills

Problem-solving

Communication

Adaptability

Client relationship management

Education

Degree in Data Science

Degree in Business Analytics

Degree in Computer Information Systems

Degree in Computer Science

Degree in Linguistics

Tools

Nexidia

Verint

CallMiner Eureka

PowerBi

Tableau

Job description

This position is accountable for the analysis of customer conversations and 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.

1. Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
2. Make recommendations and define strategies that solve critical business problems through both established industry best practices and creative innovations.
3. Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
4. Package, deliver, and present key findings and briefings.
5. Collaborate & communicate effectively with business sponsors, executives, and stakeholders.
6. Build and maintain strong client relationships.
7. Contribute to the business value knowledge base and support hand-offs accurately.
8. Utilize best practice speech analytics methodologies.
9. Work well with others, mentor new team members, and provide (and receive) constructive feedback.
10. Adaptability to changing priorities in a fast-paced environment is essential.
11. Strong analytical and problem-solving skills; thrive on change with an inquisitive mind.
12. Excellent communication skills and a positive attitude are required.
13. Speech, Business, and/or Data Analytics background (3+ years) preferred.
14. Degree in Data Science, Business Analytics, Computer Information Systems, Computer Science, Linguistics, or equivalent experience.
15. Experience in preparing and presenting written project status reports and executive briefings.
16. Experience in speech analytics/speech recognition.
17. Experience with Nexidia, Verint, CallMiner Eureka, or other Interaction Analytics platforms preferred.
18. Experience with PowerBi, Tableau tools preferred.
19. Experience in Sales programs preferred.
20. Language skills: strong English, Chinese, and Malay speaking, reading, and writing skills.