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VOC Data Analyst
Develop advanced analytics/modeling to drive strategy design for operations and Voice of the Customer
(VOC). Partner with operations to interpret and utilize data analytics/modeling and speech text analytics
that will drive effective execution utilizing the data to support multiple VOC initiatives. Develop and track
performance metrics to monitor, measure, and report on effectiveness and goal attainment leading to
continuous improvement of user experience and overall Return On Investment (ROI). Proactively identify
opportunities for operations optimization based on performance indicators. Lead and/or participate in the
development and maintenance of business intelligence tools and applications and standard reporting
business rules that drive actionable decision making efforts for all internal and external stakeholders.
Requirements:
Bachelor's Degree in Business, Marketing, Finance, Economics, Statistics or other quantitative oriented
fields
1 to 3 years of experience, including:
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Experience in advanced speech and text analytics and data mining and modeling.
Demonstrate expert knowledge of speech text analytics best practices.
Understanding of customer care analytics, functions and processes.
Experience with dialog modeling, natural language generation, signal processing, machine
learning and/or speech recognition.
Strong working knowledge of analytic research (primary and secondary) to support strategic
planning.
Experience in performing, interpreting and explaining analyses using multiple methodologies (e.g.
direct marketing test design, response analysis, ROI analysis, segmentation analysis, customer
profiling, etc.).
Effective problem solver as demonstrated by the ability and willingness to approach complex
problems from different angles.
Effective communication skills and ability to present to mixed audiences.
Conflict resolution skills and ability to work effectively in a fast-paced and complex environment.
Responsibilities:
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Extract, analyze, interpret, and integrate data including using internal data and external appended
data sources to develop intelligence packaging to draw conclusions and support recommendations
regarding product and operations strategies that will help to achieve business goals. Apply datamining concepts for the task using appropriate methodologies.
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Develop ad-hoc queries and investigates opportunities for improvement with analytic support to
Operations measuring customer and provider satisfaction, feedback, and point-of-contact trends.
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Utilize Speech Analytics business intelligence tools and underlying data with other Operations data
sources to monitor, summarize and inform leadership about internal processes and trends that impact
our customers, providers, and stakeholders.
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Provide business analysis using mathematical modeling tools to produce accurate, reasonable and
timely completion of reports and analyses. Accountable for the integrity of the data and business
intelligence infrastructures.
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Manage multiple requests simultaneously and support corporate process improvement initiatives and
cross-functional project teams to optimally support business needs. Participate in process
improvement activities to meet evolving analytic requirements.
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Provide advanced speech analytics guidance to the business for the development, design, and
implementation of data initiatives, such as the enterprise data warehouse, data consumption layer,
etc.
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Produce accurate, reasonable and timely completion of analytic tasks including: statistical analysis,
modeling, optimization, “what if” analyses, predictive analytics, and other advanced techniques. Mine
databases to produce actionable information to determine processes and trends that impact our
customers, providers, and stakeholders.
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Monitor/research speech analytics opportunities in the retail marketplace industry activities and trends
to evaluate and address current and emerging issues.