Key Facts

Remote From:

Full time

English

Hard Skills

Root Cause Analysis Behavioral Analytics Speech Analytics Analytics Audio Analysis Project Status Reports Analytics SQL (Programming Language) Topic Modeling Data Visualization Power BI Customer Requirements Analysis Stakeholder Communications Report Designer Tableau (Business Intelligence Software) Process Analysis Business Intelligence NICE (WFM Software)

Other Skills

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Microsoft Excel
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Communication
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Teamwork
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Detail Oriented
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Intellectual Curiosity
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Problem Solving

Roles & Responsibilities

3+ years of Speech, Business, and/or Data Analytics background
Experience with CallMiner Eureka, Nexidia, Verint, Mattersight, NICE or other Interaction Analytics platforms
Fluent in English (written and spoken) with experience in speech analytics/speech recognition
Proficiency in data analysis tools (Excel, Tableau, Power BI, SQL) and ability to prepare and present project status reports

Requirements:

Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment
Gather requirements, document, and identify words and phrases for the creation of categories and scores used to drive business value using the speech analytics solution
Own on-time, accurate, quality analysis and reports/visualizations aligned with project objectives; communicate with business sponsors, executives and stakeholders
Mentor and motivate Quality Analysts and collaborate with stakeholders to frame problem statements and deliver technical solutions to improve existing processes

Arise Virtual Solutions Inc.

About Arise Virtual Solutions Inc.

Arise Virtual Solutions has created a disruptive technology platform that connects the world’s biggest brands with a previously untapped network of small business owners and their agents. This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth. The Arise® Platform enables Brands to transform the relationship between their company and their customers through state-of-the-art security, access to Brand advocates, and on-demand flexible capacity to handle sudden or seasonal volume changes. To learn more about Arise Virtual Solutions, please visit arise.com or email us at info@arise.com. The Arise® Platform is the future of customer care.

Company type: SME

Founded: 2018

Company size: 201 - 500

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Job description

Interaction Analytics Specialist

Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions!

Our Core Values:

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

No Boundaries

Embrace Possibilities

Our Quality Assurance & Center of Excellence team at Arise is looking for an Interaction Analytics Specialist who will report into the Director of Quality Assurance. This position is accountable for analysis of customer conversations/interactions utilizing an advanced speech & data analytics solution. Responsibilities include understanding the organization's business objectives and goals, analyzing audit data, recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization. The ideal candidate will possess strong analytical skills, root-cause analysis and attention to detail.

What you will take on:

Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
Day-to-day responsibilities include requirements gathering, documenting, and identifying of words and phrases for the creation of categories and scores that are used to drive business value utilizing the speech analytics solution.
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.
Collaborate & communicate effectively with business sponsors, executives and stakeholders.
Manage, Mentor, & Motivate Quality Analysts
Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.
Contribute to business value knowledge base and accurate support hand-offs.
Ability to structure data analysis, driving analytics insights and analytical solutions.
Collaborate with business stakeholders to frame problem statements and deliver technical solutions to improve existing processes.

Our new team member will need:

Speech, Business, and/or Data Analytics background desired (3+ years).
Experience with CallMiner Eureka, Nexidia, Verint, Mattersight, NICE or other Interaction Analytics platforms preferred.
Fluent in English required; written and spoken.
Experience in speech analytics/speech recognition.
Experience in preparing and presenting written project status reports and executive briefings.
Demonstrated ability to develop analytical insights and summarize complex problems into concise reports and findings.
Proficiency in Excel, Tableau, PowerBi, SQL etc.
Proven working experience in data analysis.
Proven experience as a Manager or similar roles

When smart, creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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