Business Analyst - Speech Analytics Job in Sitel Group

Role: Business Analyst Speech Analytics

Sitel is looking for a Business Analyst, this individual would be joining our Analytics and Client Insights team. Within this team, youll join an energized and positive organization dedicated to rolling up their sleeves to deliver value-added solutions, products and services for our clients.

As a Business Analyst you will review, analyze and interpret data to create business inferences. This will include document requirements, define scope and objectives and formulate systems to parallel overall business strategies. Familiar with relational database concepts and client-server concepts. Rely on experience and judgment to plan and accomplish goals. Analyze data and create excellent presentation for the client read outs. Also perform call listening for sample calls to perform RCA. Good to have knowledge of BI tools like Tableau, Qlik sense, Power BI.

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industrys digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 75,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers one experience at a time.

Required Skillset

• Bachelors Degree in appropriate field of study or equivalent work experience
• Must have experience in the contact center arena
• Good with data analytics
• Excellent PowerPoint presentation skills
• Experienced in creating project scope document/ BRD document
• Detail oriented, analytical and inquisitive
• Relevant experience of minimum 3 years with overall experience of minimum 5 years
• Ability to analyze the given data on correlation between different factors and choosing right type of visualization to depict the same
• Minimum Six Sigma Green Belt certified
• Good to have experience with any of the following BI tools: Tableau, Qlik sense, Power BI
• Good knowledge in descriptive analytics tools like Box plot, Histogram, Matrix plot, Heat maps, Scatter plot, etc.

Job Description:

• Understand the client process and associated data to help the project team with actionable insights
• Documenting client requirement and create scope and BRD documents
• Create project planner and sending out regular updates after taking follow up
• Understanding the use cases and process details and coming up with business solutions
• Support the project team with stunning data visualization for client presentations
• Prepare the power point readouts with analysis to the clients