Speech Analytics & Webchat Analyst

Speech Analytics & Webchat Analyst

* GBP30 - GBP40k * 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.