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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: 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: 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. 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. 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. 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. 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. 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. 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. Monitor/research speech analytics opportunities in the retail marketplace industry activities and trends to evaluate and address current and emerging issues.