Senior Speech Analytics & BI Insights Analyst

Royal Caribbean Cruises Ltd; Philippines; On-site; PHP 700,000 - 900,000; Full time

Job summary

Royal Caribbean Group is seeking a Speech Analyst for the Contact Center Analytics Team in the Philippines. The role involves generating data products, building dashboards, and translating business problems into data solutions.

You will analyze both structured and unstructured data, create self-service analytics, and monitor reports for issues, while communicating findings to non-technical audiences.

Qualifications

• 3+ years of SQL in a professional setting.
• 3+ years analyzing both structured and unstructured data.
• 3+ years working with natural language data in English.
• 3+ years building analytics reports.
• 3+ years communicating data and results to non-technical audiences.
• Experience with big data preferred.
• Experience analyzing conversational IVR and Agent assist technologies preferred.
• Experience analyzing Generative AI and LLM systems preferred.

Responsibilities

• Analyze structured and unstructured data to guide business strategies.
• Build reporting and analytical tools to allow non-technical users to self-service requests.
• Build automated monitoring and alerts on top of analytical reports to identify issues.
• Suggest features, technologies and process changes to reach business goals based on data.
• Create and present findings to technical and non-technical audiences.
• Perform cost/benefit and ROI analysis to determine prioritization.
• Analysis of AI technology to determine performance, impact and shortcomings.

Skills

SQL queries

Dashboards

Natural language

Data storytelling

Unstructured data

Big data

English reading/writing

Tools

Power BI

Job description

Royal Caribbean Group is seeking a Speech Analyst for the Contact Center Analytics Team in the Philippines. The role involves generating data products, building dashboards, and translating business problems into data solutions.

You will analyze both structured and unstructured data, create self-service analytics, and monitor reports for issues, while communicating findings to non-technical audiences.