Speech Analytics & Data Insights 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

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.