Business Analyst - Speech Analytics

Company Name:
ABC Financial
Be part of a team where your skills, combined with corporate commitment and valued employee contribution will allow you to succeed! ABC Financial Services, Inc. is a stable, successful company experiencing phenomenal growth! We are competitive pay, PTO, and benefits package; including medical, dental, vision, STD, LTD, life insurance, and 401(k).
At ABC Financial Services, we are the leaders in providing software and payment processing solutions to the fitness industry. For 32 years, ABC has used our experience to develop exceptional club management software, recurring membership billing solutions, as well as member marketing and retention programs.
The Business Analyst - Speech Analytics is accountable for analysis of customer conversations utilizing an advanced speech analytics solution. Responsibilities include understanding the organization's business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and proposing solutions to the organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
o Develop advanced analytics/modeling to drive strategy design
o Develop and track performance metrics to monitor, measure, and report on effectiveness and goal attainment
o Proactively identify opportunities for optimization based on performance indicators
o Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment
o Make recommendations and define data strategies that solve critical quality issues
o Support internal clients with requirements definition, project scope, and report planning
o Compile information from multiple sources, understand key performance indicators and spot trends and patterns
o Generate comprehensive reports and perform regular and ad-hoc analysis of scorecards
o Deliver actionable business insights and solutions based on thorough data analysis
o Participate in the development of process improvements and assess pre and post implementation change
o Craft documentation including process maps, diagrams, manuals, charts, and scopes
o 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.
o 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
o Monitor/research speech analytics opportunities in the retail marketplace industry activities and trends to evaluate and address current and emerging issues.
Position Requirements QUALIFICATIONS
o Bachelor's degree in technology or business preferred
o 3+ years' experience in business analytics, speech analytics, or reporting
o Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data
o Strong analytical and report modeling skills
o Technical writing skills
o Familiar with database query strings
o Knowledgeable in call center metrics
o Must be able to accurately and effectively communicate direction with other departmental staff members both verbally and in writing
Relocation Assistance DOE
Travel Requirements None
Company Description:
At ABC, there is literally something for everyone, whether your interest is customer service, marketing, sales, accounting, software development, or information technology.
Our employees are encouraged to be pro-active in expressing their ideas and contributing to the company's future.
Located in Sherwood, Arkansas, just north of Little Rock, ABC Financial has grown into a big company with a little company feel. Since 1981, ABC has positioned itself as the #1 service provider in the fitness software and accounts receivable management fields. We have achieved this through a constant pursuit of new developments and innovations in an exciting team environment.
Likewise, ABC contributes to our employees' futures. In addition to our outstanding employee benefits, employees also receive continuous training, allowing them to develop their strengths and move up in the company.

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