Speech Analytics & Webchat Analyst
Description✓Speech Analytics & Webchat Analyst
✓* £30 - £40k * Generous PR quarterly bonus * 27 days holiday +b/hols * Flexible working arrangement * Healthcare discounts [PMI Family, dental, healthcare plans and assessments] * Benefits allowance / cash alternative * Childcare vouchers * Highstreet and local retailer discounts * Mon - Fri * 35 hour working week * ++ more *
✓* Do you have experience of CallMiner or LivePerson packages?
✓* Are you keen to expand your experience further in the Speech Analytics & Webchat areas?
✓If you’re looking to remain responsible for generating categories, automated scorecards, and updating reports that are shared throughout the company, as well as developing numerous Bot Chats
✓As well as the confidence in being able to assess and prioritise requests on a regular basis in order to implement those that have the greatest influence on our clients' customers and business.
✓The Role:
✓* Creating, developing, validating and implementing various agreed initiatives across the business through the use of speech analytics and live chat aligning with defined roadmaps of prioritised activities
✓* Analysing telephony and text-based interactions to unlock insights for improved customer experience to drive change in employee/customer behaviour, business processes and meet the demands and needs of Santander’s customers
✓* Maintaining the live chat and speech analytics software providing subject matter expertise relevant to the technical, business and process requirements in the company’s operational teams
✓* Transforming requests into system queries, reports, scorecards, and dashboards within the interaction analytics solution
✓* Continuously developing and maintaining chat bots & live agent handoffs
✓* Continuously working to a roadmap to research, analyse, interpret and deliver value for the company, achieving this through thorough understanding and application of agile process, values and activities
✓* Testing and ensuring the smooth implementation of new functionality
✓* Driving forward speech analytics and chat expansion whilst working to improve operational processes, controls, risk management and obsolescence considerations
✓* Advocating a clear focus on the customer experience whilst ensuring the users and business can operate effectively with implemented initiatives
✓* Customer journey centric in all undertakings to ensure best outcomes with special attention to highly regulated processes and potential areas of vulnerability
✓* Understanding and ensuring compliance with relevant Principles i.e
✓Consumer Duty
✓* Creating recommendations based on analysis performed recognising and understanding legal, regulatory and compliance impacts
✓The Individual:
✓* A high level of competency in the tools required to carry out day to day activities e.g., speech analytics, chat, office and administration software
✓* Strong problem solving and data analytics skills and is competent in complex trend analysis ensuring reports are clear and effective at presenting data and results to a wide audience
✓* Proven experience of delivering to strict deadlines and timescales, taking responsibility of managing own workload and projects efficiently.
✓* Ability to work across multiple initiatives adjusting to continually changing priorities, as well as a solid work ethic and attention to detail
✓* Impeccable grammar and punctuation skills of conversational English along with an excellent understanding of semantics, phonetics, acronyms, homonyms, aliases and linguistic pragmatics
✓* Works co-operatively and productively with others, openly exchanging information and supporting colleagues from around the organisation to achieve business goals.
✓NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy
✓However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants
✓If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion
✓However please do join our Facebook community, to be the first to see our new positions Show more →
✓* £30 - £40k * Generous PR quarterly bonus * 27 days holiday +b/hols * Flexible working arrangement * Healthcare discounts [PMI Family, dental, healthcare plans and assessments] * Benefits allowance / cash alternative * Childcare vouchers * Highstreet and local retailer discounts * Mon - Fri * 35 hour working week * ++ more *
✓* Do you have experience of CallMiner or LivePerson packages?
✓* Are you keen to expand your experience further in the Speech Analytics & Webchat areas?
✓If you’re looking to remain responsible for generating categories, automated scorecards, and updating reports that are shared throughout the company, as well as developing numerous Bot Chats
✓As well as the confidence in being able to assess and prioritise requests on a regular basis in order to implement those that have the greatest influence on our clients' customers and business.
✓The Role:
✓* Creating, developing, validating and implementing various agreed initiatives across the business through the use of speech analytics and live chat aligning with defined roadmaps of prioritised activities
✓* Analysing telephony and text-based interactions to unlock insights for improved customer experience to drive change in employee/customer behaviour, business processes and meet the demands and needs of Santander’s customers
✓* Maintaining the live chat and speech analytics software providing subject matter expertise relevant to the technical, business and process requirements in the company’s operational teams
✓* Transforming requests into system queries, reports, scorecards, and dashboards within the interaction analytics solution
✓* Continuously developing and maintaining chat bots & live agent handoffs
✓* Continuously working to a roadmap to research, analyse, interpret and deliver value for the company, achieving this through thorough understanding and application of agile process, values and activities
✓* Testing and ensuring the smooth implementation of new functionality
✓* Driving forward speech analytics and chat expansion whilst working to improve operational processes, controls, risk management and obsolescence considerations
✓* Advocating a clear focus on the customer experience whilst ensuring the users and business can operate effectively with implemented initiatives
✓* Customer journey centric in all undertakings to ensure best outcomes with special attention to highly regulated processes and potential areas of vulnerability
✓* Understanding and ensuring compliance with relevant Principles i.e
✓Consumer Duty
✓* Creating recommendations based on analysis performed recognising and understanding legal, regulatory and compliance impacts
✓The Individual:
✓* A high level of competency in the tools required to carry out day to day activities e.g., speech analytics, chat, office and administration software
✓* Strong problem solving and data analytics skills and is competent in complex trend analysis ensuring reports are clear and effective at presenting data and results to a wide audience
✓* Proven experience of delivering to strict deadlines and timescales, taking responsibility of managing own workload and projects efficiently.
✓* Ability to work across multiple initiatives adjusting to continually changing priorities, as well as a solid work ethic and attention to detail
✓* Impeccable grammar and punctuation skills of conversational English along with an excellent understanding of semantics, phonetics, acronyms, homonyms, aliases and linguistic pragmatics
✓* Works co-operatively and productively with others, openly exchanging information and supporting colleagues from around the organisation to achieve business goals.
✓NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy
✓However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants
✓If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion
✓However please do join our Facebook community, to be the first to see our new positions Show more →