FPG are recruiting on behalf of our customer, a multinational company of customer experience experts in Automation, AI, and Cloud

They are looking to engage a Speech Analyst within our Contact Centers and Compliance group on a 1 year contract (extednable).

In this role, you'll spearhead efforts to elevate the performance of our customers' Compliance and Customer Care teams through meticulous analysis of Quality of Service metrics. Collaborating across departments, you'll harness various data sets to craft compelling narratives about their performance, ultimately driving an effortless customer experience.

Key Responsibilities:

• Lead the charge in delivering top-notch customer experiences by leveraging speech and text analytics, coupled with sharp business acumen, to provide actionable insights to stakeholders.
• Identify areas for employee and process enhancements, as well as technological advancements, to enhance customer and workforce experiences.
• Conduct comprehensive analyses from data compilation to presentation to business leadership, ensuring maximum utilization of Quality-of-Service insights.
• Demonstrate a proactive approach to driving results, fostering partnerships across departments to enact improvements.
• Develop and align research requirements with internal stakeholders to achieve business objectives.
• Tackle complex analysis challenges with a customer-centric approach, utilizing advanced analytical methods as necessary.
• Serve as a subject matter expert, offering guidance in Big Data Analysis, Process Improvement, Change Management, and Data Analysis.

Qualifications:

• Minimum of 1 year in a research/analytical role, with experience in Call/Contact Center or Care operations preferred.
• Strong proficiency in speech analytics, business process development, and/or data analysis.
• Familiarity with statistics/analytics and database management.
• A collaborative team player with a detail-oriented approach and a drive for quality deliverables.
• Excellent written and verbal communication skills, with the ability to convey complex ideas clearly to various audiences.
• Proficiency in storytelling with data, inspiring action and confidence in recommendations.
• Project management skills with the ability to juggle multiple projects and meet deadlines.
• Bachelor's Degree in Industrial Engineering or related field preferred.
• Proficiency in English; willingness to travel overseas for training.

If you're ready to make a meaningful impact in optimizing customer experiences through data-driven insights, we'd love to hear from you!