Speech Analytics Analyst
Who we are
Our mission at Capacity is to help teams do their best work through our AI-powered support automation platform. Capacity provides everything you need to automate support and business processes in one powerful omni-channel platform.
We believe that each individual voice, perspective and background brings inherent value to enhance our product, serve our customers and generate more ideas to solve complex problems. By continuing to hire talented, driven and humble teammates, we have the opportunity to see Capacity become a premier brand enterprise SaaS platform.
Capacity has raised over $100 million dollars from over 150 investors, giving us the opportunity to make ambitious investments in our team and big bets on our future. Our total addressable market is enormous. Any company that wants to grow revenue, reduce costs, and improve customer and employee satisfaction is an opportunity for Capacity to shine.
Why this job is exciting
The role:
The Speech Analytics Analyst position partners with customers to uncover critical business drivers and needs. This position is responsible for leveraging and configuring the speech analytics platform to drive actionable solutions for customer care, sales, quality, compliance, operations, and marketing, and provides voice of the customer insight.
The Speech Analytics Analyst plays a critical role in the continuous improvement of the customer engagement model and shares a commitment to delivering products and services that make our customers thrive. You will help shape best in class AI solutions unparalleled in the Customer Experience landscape.
Responsibilities:
- Using a curious and intuitive approach, determine what call events (keywords and phrases) to train the software to recognize as structured data to support analytics and business goals.
- Analytical and knowledgeable, recognize pertinent language patterns and conversational content that lead to business value.
- Review, calibrate, and validate the quality of data to verify analysis requirements.
- Create stories from data analysis and communicate them to clients.
- Create, edit, and manage custom dashboard reports.
- Manage and maintain solution libraries that can be used across customers and industries.
- Brainstorm value-added features and applications to use the available technology further.
Competencies:
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Customer Focus: Builds strong customer relationships; Gains insight into customer needs; Identifies opportunities that benefit the customers; Builds and delivers solutions that meet customer expectations; Establishes and maintains effective customer relationships.
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Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
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Plans & Aligns: Sets objectives to align with broader organizational goals; breaks down objectives into appropriate initiatives and actions; stages activities with relevant milestones and schedules; anticipates and adjusts effective contingency plans.
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Effective Communication: Delivers messages in a clear, compelling, and concise manner; Actively listens and checks for understanding; articulates messages in a way that is broadly understandable; Adjusts communication content and style to meet the needs of diverse stakeholders; Models and encourages the expression of diverse ideas and opinions.
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Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Requirements:
- Previous experience in a call/contact center or a firm grasp of conversational English.
- Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving.
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