Speech Analyst

Job Introduction

Speech Analyst

Salary £27,000 -33,000 Dependent On Experience

Permanent

FT – 35 hours per week

Remote

Our Speech Analysts, play an important role in providing exceptional experiences every day to our valued customers.

Why are our customers calling us? Are we dealing with customer calls effectively? How we can improve our processes and product offerings in the future? – These are all questions that your analysis will provide answers to. The analysis undertaken will provide support and new opportunities in strategic programs across the Saga Group in this dynamic and varied role.

Working in a direct team of 3 you will be supporting our Insurance contact centre with insight, trends and analysis. This will help provide support and new opportunities in strategic programmes across our Insurance business. **

Role Responsibility**

As one of our Speech Analysts you will be accountable for the following areas;

• Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.
• Proactively identify opportunities for improvements through data analysis within the speech platform.
• Creation and maintenance of categories to support analysis or tracking.
• Turning large data sets into actionable insight.
• Creation of dashboards and insight packs where appropriate.
• Supporting the Customer Enhancement Manager with governance and controls in relation to the speech platform.

The Ideal Candidate

Experience working as a Speech Analyst is essential, ideally having used Call Miner. Other skills and experience required include:

• Ability to succinctly summarise large data sets
• Strong communication and stakeholder management
• Attention to detail and analytical
• Able to provide insight and tell stories through data
• Competent use of SQL

Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich. **

BENEFITS AVAILABLE TO ALL COLLEAGUES:**

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Life assurance policy on joining us
• Wellbeing programme
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance related annual bonus - Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

About The Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page. **

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.**

Saga Group