- Speech and text analysis using various technology platforms
- Creating queries based on business understanding and customer context to generate customer insights.
- Ability to create hypothesis based on understanding of clients’ issues
- Ability to define and iterate queries based on hypothesis
- Ability to translate outputs of data analysis into comprehensive insights to take business actions
- Ability to define business actions based on insights and translate it into implementable actions
The profile requires both technical and functional experience on Customer Service Domain
- Contact center extensive experience in customer experience and operational excellence
- Experience with speech analytics solutions such as Nice Verint Nexedia Callminer etc.
- Having executed similar projects is mandatory
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