Interaction Analytics Analyst - Mandarin - Kuala Lumpur (Software Project)

This position is accountable for analysis of customer conversations/interactionsutilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization.

• Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.

• Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.

• Own on-time,accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.

• Package, deliver, and at times present key findings and briefings.

• Collaborate & communicate effectively with business sponsors, executives and stakeholders.

• Ability to build and maintain strong client relationships.

• Contribute to business value knowledge base and accurate support hand-offs.

• Utilize best practice speech analytics methodologies.

• Individual must be a confident team player who can work well with others, mentor new team members and provide (and receive) constructive feedback.

• Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must.

• Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind.

• Excellent communication skills and a positive attitude are required.

• Speech, Business, and/or Data Analytics background desired (3+ years).

• Degree in Data Science, Business Analytics, Computer Information Systems, Computer Science or Linguistics desired; or equivalent experience

• Experience in preparing and presenting written project status reports and executive briefings.

• Experience in speech analytics/speech recognition.

• Experience with Nexidia, Verint, CallMiner Eureka, or other Interaction Analytics platforms preferred

• Experience with PowerBi, Tableau tools preferred

• Experience in Sales programs preferred

• strong English, Chinese and Malay speaking, reading and writing skills