Speech Analytics Admin II
Location: Colorado Springs
Posted on: September 13, 2019
The Speech Analytics Administrator is accountable for administering
the day to day functions of the speech analytics tool, supporting
the quality organization in the use of Quality Central and
providing governance of the Nexidia platform. This person will work
within the quality organization and with other speech analytics
user groups to ensure platform integrity and minimal cross impact
of work streams. s. Collaborate with cross-functional business
teams to interpret and utilize voice analytics to drive effective
business improvements and efficiencies.
This individual must understand the mechanics of the speech
analytics product with the goal of being the content/functional
expert. This individual should have familiarity with the mechanics
of the tool functions and how it relates to our various databases,
as well as have a vision for how this tool should leverage various
internal databases in the future.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and
enhance the customer experience.
Administer all facets of Evaluate, including creating/deleting
logins and quality forms.
Responsible for submitting tickets on behalf of the quality team,
administering login information, setting up new hire information
both from a network and Nexidia side.
Process sessions, develop dashboards and similar activities to move
queries to production and ensure the accuracy of the queries/data
Analyze the daily data input into the speech analytics tool to
ensure its completeness and accuracy. Recommend processes or
improvement to the data feed into the tool to maximize the value of
using this tool.
Improve existing queries to ensure calls are properly categorized
by the speech analytics software. Learn the scripting language as
well as writing the scripts to both capture potential call issues
as well as minimize false positives.
Analyze KPIs within the speech analytics environments looking for
areas of consistent high performance, as well as areas of
operational improvements. Look for trends in the data, and isolate
patterns by region, site, product, queue, etc.
Determine opportunities to gain efficiencies in current quality
assurance program and/or training program in the speech analytics
tool. Recommend improvement to processes to close any gaps or areas
Establish a set of executive level reports / dashboards to bring
forward the most relevant data. Develop a dashboard that includes
trending information and present your conclusions along with
Monitor productivity of quality speech analytics team members and
Evaluate users to recommend efficiencies in the tool operation,
form workflow and reporting to maximize usability.
Build a culture and baseline level of understanding within the
organization around Speech Analytics. Provide speech analytics
guidance to the business for the development, design and
implementation of new and on-going initiatives.
Support business objectives and goals by identifying methods to
utilize the tool more efficiently.
Proactively identify opportunities to optimize operation.
Manage multiple requests for cross functional project teams, set
timelines, follow-up actions and communicate results.
Participate in process improvement activities to meet evolving
Support the quality staff in the application of Evaluate by
identifying and loading calls, reporting, automatic quality
scoring, dashboard creation and form administration.
Skills/Abilities and Knowledge
* Ability to read, write, speak and understand English.
* Expertise in Nexidia/Nice Speech Analytics platform, 2+ years
* Strong analytical and problem solving skills with attention to
detail and data accuracy.
* Experience with interpreting data, identifying trends and seeking
out root causes for solutions.
* Excellent presentation and communication skills.
* Proven track record of managing multiple projects simultaneously
with demonstrated ability to meet or exceed deadlines and project
* Self-motivated, results-driven, able to work with minimum
supervision and maintain confidentiality.
* Strong communication skills with track record of applying rapidly
changing technology to complex business needs.
* Experience working with call center quality programs and
providing multiple avenues for implementation and communication
* Ability to execute on initiatives in a dynamic and fast paced
* Ability to use and possesses advanced knowledge of personal
computer and software applications such as the Microsoft suite of
applications (Word, Excel, Project, Visio, Power Point).
Skills/Abilities and Knowledge
* Knowledge of cable television products and services, telephony,
* Knowledge of Artificial Intelligence and Speech Analytics
* Six Sigma Black Belt knowledge
* Bachelor's degree or a combination of equivalent level of
experience and education
Related Work Experience
* 5+ years - Call Center /Customer Service Experience
* 2+ years - Speech Analytics Administration
* 2+ years - Quality Assurance Experience
* 3+ years - Analysis /Reporting Experience
May require travel
The Spectrum brand is powered and innovated by Charter
Communications. Charter Communications reaffirms its commitment to
providing equal opportunities for employment and advancement to
qualified employees and applicants. Individuals will be considered
for positions for which they meet the minimum qualifications and
are able to perform without regard to race, color, gender, age,
religion, disability, national origin, veteran status, sexual
orientation, gender identity, current unemployment status, or any
other basis protected by federal, state or local laws.
Charter Communications is an Equal Opportunity Employer -
Charter Communications will consider for employment qualified
applicants with criminal histories in a manner consistent with
applicable laws, including local ordinances.
Keywords: Spectrum, Colorado Springs , Speech Analytics Admin II, Administration, Clerical , Colorado Springs, Colorado
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