Speech Analytics Analyst

Allianz Worldwide Partners
  • Job Purpose/ Role

    Provide support to research operations trends and performance by collecting and analyzing data and reporting results.

  • Key Responsibilities

    ## Support the Operations Management and QA Teams by delivering actionable insights that drive quantifiable improvements to customer experience, a deeper insight of KPI performance and trends and improved performance across service channels~crlf~## Responsible for maximizing the utilization of the Speech Analytics solution to drive meaningful intelligence, actionable insights and quantifiable improvement into the business~crlf~## Conduct data analysis to define trends and identify opportunities for contact deflection~crlf~## Create and maintain queries, reports and dashboards within the Verint Speech Analytics tool ~crlf~## Create and standardize reporting templates using analytics data ~crlf~## Maintain and continuously optimize NLP tagging and categorization with in the Verint Speech Analytics tool, to drive accurate reporting and accessibility to data~crlf~## Test and implement new functionality when available~crlf~## Flexibility and ability to adjust to changing priorities of new strategies and policy changes.~crlf~## May perform other duties as assigned.

  • Key Requirements/ Skills

    ## Bachelor's degree in related field or equivalent combination of education and experience.~crlf~## Three (3) to five (5) years experience in an analytical support role, with at least one (1) year experience utilizing a speech analytics platform.~crlf~## Prior experience with BI applications, SharePoint, or advanced Access skills strongly preferred.

  • About Allianz

    Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

    Allianz Worldwide Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one roof, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist brands combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 16,000 employees are based across 76 countries and combine 70 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Worldwide Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us!

    Allianz Worldwide Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!~crlf~~crlf~As an equal opportunity employer, Allianz Worldwide Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply.~crlf~~crlf~More information regarding the Allianz Worldwide Partners lines of business can be found at: http://www.allianz-worldwide-partners.com/corporate/~crlf~~crlf~

Job Purpose/ Role

Provide support to research operations trends and performance by collecting and analyzing data and reporting results.

Key Responsibilities

## Support the Operations Management and QA Teams by delivering actionable insights that drive quantifiable improvements to customer experience, a deeper insight of KPI performance and trends and improved performance across service channels~crlf~## Responsible for maximizing the utilization of the Speech Analytics solution to drive meaningful intelligence, actionable insights and quantifiable improvement into the business~crlf~## Conduct data analysis to define trends and identify opportunities for contact deflection~crlf~## Create and maintain queries, reports and dashboards within the Verint Speech Analytics tool ~crlf~## Create and standardize reporting templates using analytics data ~crlf~## Maintain and continuously optimize NLP tagging and categorization with in the Verint Speech Analytics tool, to drive accurate reporting and accessibility to data~crlf~## Test and implement new functionality when available~crlf~## Flexibility and ability to adjust to changing priorities of new strategies and policy changes.~crlf~## May perform other duties as assigned.

Key Requirements/ Skills

## Bachelor's degree in related field or equivalent combination of education and experience.~crlf~## Three (3) to five (5) years experience in an analytical support role, with at least one (1) year experience utilizing a speech analytics platform.~crlf~## Prior experience with BI applications, SharePoint, or advanced Access skills strongly preferred.

About Allianz

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

Allianz Worldwide Partners provides diverse expertise in automotive, international health & life, travel insurance, assistance and direct sales and is at the forefront of the Allianz B2B2C offering. United under one roof, Allianz Global Assistance, Allianz Global Automotive and Allianz Worldwide Care are specialist brands combining forces to push boundaries and create tomorrow's solutions to deliver an enhanced experience to our clients. Our 16,000 employees are based across 76 countries and combine 70 different languages and 60 nationalities, reflecting the truly diverse nature of Allianz Worldwide Partners. Our DNA is unique: we dare and care, anytime, anywhere. If this sounds like you, come and join us!

Allianz Worldwide Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!~crlf~~crlf~As an equal opportunity employer, Allianz Worldwide Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply.~crlf~~crlf~More information regarding the Allianz Worldwide Partners lines of business can be found at: http://www.allianz-worldwide-partners.com/corporate/~crlf~~crlf~


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