Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
Package, deliver, and at times present key findings and briefings.
Conduct evaluations to identify areas of improvement.
Monitor, analyse & audit trainees’ performance and call out any unusual trends.
Identify training needs by working with operations team and QA.
Qualifications
Bachelor’s degree or equivalent diploma in any discipline
Candidate must be able to work on rotational shift (3 shift / 5 working days)