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Bilingual Data Analyst - Call Analytics

Company: DISYS Digital Intelligence Systems, LLC
Location: Colorado Springs
Posted on: November 20, 2020

Job Description:

MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently supports all efforts to simplify and enhance the customer experience through speech analytics. Understands policies, procedures, and practices for analysis of business performance and impact. Builds and implements reporting and application solutions to provide increased efficiency and consistency, higher employee satisfaction, and reduced costs through speech analytics. Focuses on efforts that reduce unwanted call volume into the business. Produces summary, trending and detailed reporting for key performance indicators and business initiatives utilizing call listening and speech analytics with data housed in multiple databasessystems. Investigates and performs root cause analysis of complex nature using multiple data sources including call listening analysis. Creates reports and data driven presentations with impact - identifies trends and occurrences in data and translates findings into various mediums including text, charts, graphs, displays and tables. Creates company-wide benchmark reports and interprets results in order to improve overall operations. Makes recommendations based on data for process improvement and strategic business decision making. Develops communication documentation to support deployment of reporting and application solutions to end users. Produces ad hoc reports to answer business questions quickly and thoroughly. Compiles executive level reporting as required. Works with various call centers and cross-functional departments. Performs other duties as requested by supervisor. REQUIRED QUALIFICATIONS SkillsAbilities and Knowledge Ability to read, write, speak and understand English Spanish Ability to communicate orally and in writing in a clear and straightforward manner Ability to communicate with all levels of management and company personnel Ability to handle multiple projects and tasks Ability to make decisions and solve problems while working under pressure Ability to prioritize and organize effectively Ability to show judgment and initiative and to accomplish job duties Ability to use personal computer and software applications (i.e. MS Office suite, Tableau, etc.) Ability to work independently Ability to work with others to resolve problems, handle requests or situations Ability to perform detailed business analysis and design Ability to effectively consult with department managers and leaders Abiltiy to research internal and external information and conduct associated data analysis to assist with product feasibility Ability to run moderate to complex statistical models. Knowledge of speech analytic tools (Nexidia, Callminer, Vocitech) Knowledge of business process re-engineering Knowledge of cable television products and services Nice to have Knowledge of databasereporting systems (SQL, Oracle, .NET, Crystal, etc) Knowledge of SQL Server Reporting Services Knowledge of SQL, MS Excel, and Visualization tools. Education Bachelors degree in Information Technology, Business, Statistics, Math, Economics or related field, equivalent training, education and experience Related Work Experience Relevant Business SupportGeneral Analysis 2 Years Overall general systems and applications experience 1 Year Data collection and database design 1 year of basic SQL

Keywords: DISYS Digital Intelligence Systems, LLC, Colorado Springs , Bilingual Data Analyst - Call Analytics, Other , Colorado Springs, Colorado

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