Junior Speech Analytics Analyst

**THE COMPANY**
Teleperformance Knowledge Services (Teleperformance KS) is the operations consulting company of the Teleperformance Group, a global leader in outsourced omnichannel customer experience management, with offices in more than 75 countries worldwide. Through the integration of diversified expertise - Marketing Research, Analytics, Data Mining and Operations Consulting - Teleperformance KS provides cutting-edge Customer & Human Experience design, optimization, measurement and management solutions. Teleperformance KS was created by combining the expertise of GN Research, a European group specializing in sophisticated marketing research and innovative Analytics tools, with Teleperformance's 40 years of experience in Omnichannel Customer Experience management. Teleperformance KS is a growing company in a booming industry and can offer significant opportunities for professional growth.

**THE POSITION**
This position is accountable for analysis of customer conversations/interactionsutilizing an advanced Interaction 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 to improve processes, policies and services based on data driven insights.

**JOB RESPONSIBILITIES**
- Pursues everything with energy, drive, and a need to finish. Sees tasks and projects to completion, even in the face of resistance or setbacks; steadfastly pushes self and others for results;
- Interact with internal personnel, clients, account managers, and project leaders to assist with the identification of content improvement opportunities;
- Identify the relationship between metadata and Key Performance Indicators to leverage in the creation of search based categories that captures combinations of keywords & phrases within the system;
- Peer review of content to ensure best practices adherence;
- Assist other team members with preparation and support on existing accounts, as needed; work to continue developing our methods, materials, and approach;
- Ability to organize and manage own work, projects, priorities, deadlines and follow up on assignments with mínimal direction;
- Construct Ad-Hoc Analysis searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment;
- Own on-time, accurate, quality analysis and reports/visualizationsin tight alignment with specified project objectives;
- Package, deliver, and at times present key findings and briefings;
- Utilize best practice speech analytics methodologies;
- Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must;
- Excellent communication skills and a positive attitude are required.

**CHI STIAMO CERCANDO?**
- **Required intermediate - advanced level French**;
- Speech, Business, and/or Data Analytics background desired (3+ years);
- Degree in Business Analytics, Linguistics desired; or equivalent experience;
- Experience in preparing and presenting written project status reports and executive briefings;
- Experience in speech analytics/speech recognition or Call Monitoring;
- Experience with CallMiner Eureka, Nexidia, Verint, Mattersight, NICE or other Interaction Analytics platforms preferred;
- Be inquisitive and personable with a basic understanding of business strategy, data visualization, and process improvement. Must enjoy independent and group problem-solving;
- Minimum 1 year experience with languages, analytics software, or contact centers;
- Detail oriented and familiar with reiterative development and testing processes;
- Strong oral and written business communication skills;
- Ability to adjust quickly and with mínimal effort to an agile work environment;
- Ability to multi-task across multiple projects and priorities;
- Excellent organizational and writing skills; can handle multiple projects at once;
- Pass standard background check for PCI Compliance security clearance;
- **JOIN US**_

Type d'emploi : Temps plein

Istruzione:

- Laurea triennale (Preferenziale)

Esperienza:

- Speech Analytics: 3 anni (Preferenziale)

Lingua:

- Francese (Obbligatorio)

Lieu du poste : Télétravail hybride (00199 Roma, LAZ)