Speech Analyst

Royal caribbean international; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Royal Caribbean International in the Philippines is seeking a Speech Analyst for the Contact Center Analytics Team to turn complex conversational data into actionable insights. You will build dashboards and data products, write advanced SQL, and analyze structured and unstructured data, with a focus on NLP and AI analytics, communicating findings to both technical and non-technical stakeholders.

Join a global leader in vacation experiences and help optimize customer interactions through

Qualifications

• Experience with SQL in a professional setting.
• Ability to translate business problems into data/technical solutions.
• Experience analyzing both structured and unstructured data.
• Strong data storytelling and ability to present findings to non-technical audiences.
• Knowledge of speech analytics systems and NLP techniques is a plus.

Responsibilities

• Analyze structured and unstructured data to guide business strategies.
• Build reporting and analytical tools enabling self-service for non-technical users.
• Create automated monitoring and alerts on analytical reports to identify issues.
• Present findings to technical and non-technical audiences.

Skills

SQL

Data analytics

NLP

Data storytelling

Non-technical audience communication

Tools

Power BI

Databricks

Big data platforms

Job description

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.
• Databricks experience preferred.
• 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.

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