Job Description

JOB TITLE: Speech Analyst \xe2\x80\x93 Speech AnalyticsDATE: October 15, 2019(LOCAL TITLE if DIFFERENT FROM JOB TITLE):PREPARED BY: Sylvester DsouzaBUSINESS UNIT / DEPARTMENT: ANA-AnalyticsAPPROVED BY: Ajay TiwariLOCATION: Mumbai IndiaAPPROVED BY: Cristopher KuehlREPORTS TO: Director/ManagerManager, FinanceVarious other Analytical departmentsAPPROVED BY: Chandraprakash Polapalli Patsy LayhewEXEMPT FROM OVERTIME PAY: YesINCENTIVE ELIGIBLE: YesJOB GRADE:JOB CODE:The information on this job description is designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.Note: Sitel Associates are required to adhere to all company security and operational policies and procedures, as well as any federal, country, provincial, state, and local government regulations, including the Sitel Global Code of Conduct and Ethics. Sitel Associates must act in accordance with all policy and procedural requirements as established in Client/Vendor contracts. For additional information regarding security policies, contact your direct supervisor or go to .Summary of Primary Job Responsibilities: (may be used to create job postings)The Speech Analyst will be responsible for the performance of the overall Quality speech analytics category design and leveraging tools to design solutions for contact centers. Reliability and outstanding delivery are the cornerstones of expectations.This individual will work cross-functionally with various groups internally and externally. Working as the lead analyst on the project, the candidate must be comfortable collaborating and synthesizing analyses for the execution of scorecards.The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations for the betterment of the company. The position requires an understanding of speech analytics, file structures, IT tools, and statistics in order to assess opportunities effectively.

• Ability to understand the organization\'s business objectives and goals, analyze recorded audio and audio-based data sets for critical insights
• Provides ongoing speech category design
• Ability to determine opportunities through analysis of current or future trends
• Weekly/monthly reporting to management and business units
• Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
• Clearly articulates thoughts and ideas in oral and written presentations
• Contributes creative ideas to conduct thorough analysis to estimate risk/reward
• Assists other users with data analysis as needed
• Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance.

TYPICAL QUALIFICATIONS: (education, experience, knowledge, skills and abilities typically needed to perform this job--potential candidates are screened for requirements listed in this section)Education: (if beyond High School or equivalent):Undergraduates or Graduates in any stream. - Bachelor\'s degree in analytical or quantitative field preferredExperience Target: (specify if in this job or a related function or field:Minimum 2 years prior work experience including QA Experience. Data and/or statistical analysis.Knowledge/Skills/Abilities: (identify essential knowledge, skills and abilities required and identify additional competencies that enable success in performing this job-\xe2\x80\x93essential skills should be noted as required, others may be noted as preferred)

• Skills with CallMiner, Nexidia, NICE, Verint or other speech analytics package preferred.
• Highly disciplined self-starter with solid collaboration & communication skills
• Advanced skills in Microsoft applications such as Excel (charts, formulas, macros),PowerPoint, and Visio
• Some experience with Lean or Six Sigma a plus
• Dealing with comprehensive reporting requirements a plus
• Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment
• Natural entrepreneurial interests a plus point.

Special Certifications: (identify if a certification is required to perform the job or just preferred)NoneBusiness Travel Required: (typical % of time, scope of travel (in country, international), transportation mode, special issues) YesOther: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)Essential Functions: (describe job responsibilities necessary to achieve the position\xe2\x80\x99s purpose)ImportanceEssential Functions and DutiesApproximate % of Total Job1QA Automation, Creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc.60%2Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc.20%3Creating WBR decks, Training, Attending Client Calls, etc.20%Other Functions: (describe responsibilities important to the job but not required to achieving the position\xe2\x80\x99s purpose)ImportanceOther Functions and DutiesApproximate % of Total Job1Other duties and responsibilities may be assigned as necessary.Working Conditions: (describe the environment in which the position will be working if other than a normal office environment that may influence a person\xe2\x80\x99s ability to perform the job successfully; include any physical demands such as lifting xx weight)Office environmentQuantitative Data: (human and capital resources, fiscal responsibilities)Supervisory responsibilities:-Number direct reports who are not eligible for overtime pay (Managerial/Professional):0-Number direct reports who are eligible for overtime pay (Clerical/Administrative/Agents):0-Total Number of associates who report directly to this position:0-Total number of Associates who report to other positions who report to this position:0-Total number of direct reports and indirect associates within management scope:List any budget or fiscal measurements for which this job has responsibilities: None

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