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Voice Analytics Analyst

  • Ad Placed : 29 Oct 2019 15:38:26
  • Remuneration : PER MONTH
  • Employment Type : Full Time
  • Employment Level : Professional
  • Industry :
  • IT/Computer
  • Region : Western Cape / Cape Town
  • Company : SURGO HR & TRAINING

Duties: Business Process Management: • Ensuring the daily ingestion of media and metadata into the voice analytics server env . • Building and validation of voice analytics queries as directed. • Isolating required sessions/Media Sets for analysis as required . • The maintenance and, where necessary, adjustment/improvement of queries to ensure they continue to meet their stated purpose • Reporting of agent/call centre/campaign metrics based on voice analytics . • Continuous engagement with operational departments to identify problems/opportunities, and building voice analytics initiatives to positively impact thereon . Work output 3: Learning and Growth (Staffing) • Keep up-to-date with the latest regulations, policies and procedures and apply to your job • Take ownership for own performance actively seeking opportunities to improve and deliver • Define and manage own personal development plan to take accountability for self-development ensuring that the needs of the business unit are met Work output 4: Client and vendor Management • Build and maintain relationships with clients/stakeholders. Other competencies/skills or attributes: • Solid verbal and written communication skills • Strong analytical skills . • Strong Time Management skills • Strong problem solving skills. • Ability to respond positively to change demonstrating flexibility in shifting priorities.

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