Remoto This position is responsible for analyzing customer conversations and interactions using an advanced speech analytics solution. The role involves understanding the organization’s business objectives, analyzing recorded audio, transcripts, and interaction data to identify insights, patterns, and trends, and communicating these findings to the organization. Key Responsibilities: - Gather requirements, document, and identify key words and phrases to create categories and scores that drive business value using speech analytics. - Construct searches and reports for automated analysis and topic identification in recorded contact center conversations. - Make recommendations and define strategies to solve critical business problems, applying industry best practices and innovative approaches. - Ensure timely, accurate, and high-quality analysis, reports, and visualizations aligned with project objectives. - Present key findings and briefings effectively to stakeholders. - Collaborate and communicate effectively with business sponsors, executives, and stakeholders. - Build and maintain strong client relationships. - Contribute to the business knowledge base and support hand-offs accurately. - Apply best practice speech analytics methodologies. - Work well within a team, mentor new members, and provide constructive feedback. - Adapt to changing priorities in a fast-paced environment. - Demonstrate strong analytical and problem-solving skills, with an inquisitive mindset. Requirements: - English proficiency B2 or higher. - Bachelor's degree in Industrial Engineering, Systems Engineering, Telecommunications, or related field. - At least 1 year of experience in quality, data analytics, or related areas. - Experience with process improvement, CSAT analysis, or RCA projects. - Knowledge of Lean Six Sigma and process improvement concepts is a plus. - Experience in speech analytics or speech recognition is advantageous. - Proficiency in Microsoft Excel, PowerPoint, and Power BI is a plus. What are you waiting for to be part of the Best Place To Work? #J-18808-Ljbffr