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Speech Analytics Professional IND

Keywords / Skills : Speech Analytics Professional IND

Posted: 2019-08-01

Banking/Financial Services
Other Roles
Job Type
Earliest joing date:
31st Jul 2019
Billing rate:

per year
Posted On
1st Aug 2019
Job Ref code
Job Description

Analyze recorded calls to gather caller information to improve communication and future interaction. Performing categorical analysis of recorded phone conversations between agent and caller. The analysis can be used to discover information and bucket them into appropriate categories.


• Evaluating service groups calls
• Performing detailed analytics around the findings
• Identifying root causes of quality shortfalls
• Sharing the call evaluation findings, feedback and improvement opportunities with service and operations team.
• Understanding in detail about the products offered by Ameriprise along with policy & procedures followed by service
• Identify and share process improvement opportunities with service teams and support improvement implementation.
• Interacting regularly with on shore coaches, TLs and Managers
• Discussing quality deficiencies
• Action plans for improving end-user experience and call quality
• Preparing weekly summary report for the business groups
• Preparing daily report and publishing it to the business partners

Required Qualifications
• Should be comfortable working with MS Office applications – Excel, Outlook, Word & PowerPoint.
• Should be able to type call summary / observations while listening the calls.
• Working knowledge of Nice call recording software additional advantage.
• Very strong written and verbal communication skills, including the ability to communicate & present effectively across all levels of the organization.
• Participate in calibrations to ensure evaluator’s actions are consistent across team.

Preferred Qualifications

• Gradudate


About Company

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