Speech Analyst

Royal Caribbean Cruises Ltd; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Royal Caribbean Group is seeking a Speech Analyst for its Contact Center Analytics Team in a full-time capacity. The role focuses on analyzing both structured and unstructured data to guide business strategies and build self-serve analytics tools for non-technical users.

The ideal candidate will have 3+ years of SQL experience, expertise in NLP and English language data, and a track record of delivering dashboards and reports, with Power BI proficiency and curiosity about AI-enabled analytics.

Qualifications

• This role should be able to generate data products such as custom queries and dashboards.
• This role understands data analytics techniques and statistical analysis/caveats of data.
• This role can translate business problems into data/technical solutions.
• Ability to read and write complex SQL queries.
• Ability to build dashboards and reports.
• Ability to analyze complex data to deduce insights.
• High proficiency in reading and writing in English.
• Ability to analyze natural language.
• How to query and work with unstructured data.
• Knowledge of speech analytics systems and tools for complex analysis and data generation/deduction.
• Data storytelling.

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

Dashboards

Data analytics

NLP

Data storytelling

English proficiency

Unstructured data

Big data (preferred)

Generative AI / LLMs (preferred)

Tools

Power BI

Job description

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Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Contact Center Analytics Team has an exciting career opportunity for a full time Speech Analyst.

Requirements:

• This role should be able to generate data products such as custom queries and dashboards.
• This role understands data analytics techniques and statistical analysis/caveats of data.
• This role can translate business problems into data/technical solutions.
• Ability to read and write complex SQL queries
• Ability to build dashboards and reports
• Ability to analyze complex data to deduce insights.
• High proficiency in reading and writing in English.
• Ability to analyze natural language.
• How to query and work with unstructured data.
• Knowledge of speech analytics systems and tools for complex analysis and data generation/deduction.
• Data storytelling.

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.

Experience:

• 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.
• PowerBi experience required.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!