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Analyst, Speech Analytics
Sirius XM
Washington, DC, United States
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Position Summary:
Accountable for analysis of customer conversations/interactions utilizing an advance speech analytics solution. As part of the speech analytics team, you will create searches and reports designed for automated analysis and drill down into large quantities of data to drive organizational changes.
Duties and Responsibilities:
• Create searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment.
• Make recommendations and define data strategies the solve critical business problems.
• Compile information through multiple sources, understand key performance indicators and spot trends and patterns. - Make recommendations and define data strategies the solve critical business problems.
• Accurate delivery of comprehensive analysis and reports.
• Package and deliver key findings and briefings providing detailed and summarized analysis along with recommendations for strategic decision-making.
• Craft documentation including process maps, diagrams, manuals, charters and scopes.
• Collaborate and communicate effectively with internal Program Manager, as well as business partners and stakeholders.
Minimum Qualifications:
• 3 to 5 years in an analytical or reporting capacity with solid exposure to BA/PM techniques.
• BA or BS in business or technical field preferred.
• Experience in preparing written project status reports and executive briefing.
• Experience ins speech analytics/speech recognition preferred. Requirements and General Skills: - Good public speaking and presentation skills.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Excellent written and verbal communication skills.
• Ability to work independently and in a team environment.
• Ability to pay attention to details and be organized.
• Ability to project professionalism over the phone and in person.
• Commitment to internal client and customer service principles.
• Willingness to take initiative and to follow through on projects.
• Spelling, grammar, proofreading and editing skills.
• Creative writing ability.
• Strong interest in current events and pop culture, as related to assigned channels / programs.
• Comfortable working with talent, artists and high profile individuals.
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
• Must have legal right to work in the U.S.
Technical Skills:
• Proficient in Microsoft Suite, especially Excel; pivot tables, V-lookups, formulas and importing data.
Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.