Speech Analytics Business Analyst at Assurant Full Time

Duties and Responsibilities:

• Transform business questions into analytics-driven solutions, creating the necessary speech analytics queries, reports, and dashboards.
• Identify trends in customer interactions and present opportunities for improvement to operating efficiencies, customer experience quality, and process improvement.
• Focus analysis and reporting on both agent performance and consumer response to products/services being supported to identify trends.
• Monitor client quality objectives versus agent performance and identify discrepancies.
• Turn insights and data-driven recommendations into easy-to-digest presentations shared across the LOB and with clients.
• Utilize speech analytics platform data points to create manageable dashboards allowing drill-down at the call level for quick resolution.
• Maintain and update reports and dashboards with accurate filters, adding additional agents as onboarded into the program.
• Monitor and track progress of new initiatives, providing insights into what’s working vs. what needs improvement.
• Provide ad-hoc reporting as requested by Operations management or clients.
• Collaborate with call center management and compliance departments to identify phrases for query building.
• Perform call listening and attend necessary trainings for product and call flow knowledge.
• Take ownership of configuration, tuning, and optimization of speech analytics queries.
• Maintain up-to-date query documentation, including query name, phrases, filters, revisions, and accuracy scores.
• Deploy queries into appropriate sessions and assign correct permissions to users.

Requirements:

• Bachelor’s degree or 2+ years of data analytics experience.
• 2+ years of experience with data visualization tools like PowerBI, Tableau, or MicroStrategy.
• Ability to complete required Nexidia trainings courses within the first 60 days.
• Advanced Excel and PowerPoint skills; intermediate skills in PowerBI or Tableau.
• Excellent oral and written communication skills; strong presentation skills.
• Ability to work independently, prioritize workload, and multitask in a fast-paced environment.
• Excellent interpersonal skills, professionalism, flexibility, and ability to handle confidential information.
• Ability to gather, analyze, and present insights to stakeholders and external clients.
• Proven project management abilities and ability to interact with associates at all levels.

Helpful Skills/Experience:

• Bachelor’s degree in Analytical or Quantitative field preferred.
• Experience with Nexidia or other Speech Analytics tools.
• Understanding of call center operations metrics, compliance, and training in financial services.
• Experience creating NLP models.