Speech Analytics Coordinator Lead

hace 2 semanas


Alajuela, Alajuela, Costa Rica Smiledirectclub A tiempo completo
Job Description

As a Speech Analytics Coordinator at SmileDirectClub, you will be responsible for leading all Speech/Text Analytics initiatives within the Contact Center. This includes building processes to identify trends from customer-facing channels, analyzing results using speech/text analytics technology, and making recommendations for process improvements and policy changes that enhance the Club Member experience.

The ideal candidate will have 2-4 years of leadership experience in a Contact Center setting, with a proven track record of working on Speech/Text Analytics. A Bachelor's Degree in Science or a related field is also required.

The role requires advanced technical skills in Microsoft Excel, Power BI (Tableau or Looker), and Microsoft Outlook, as well as experience with Speech Analytics software such as Verint, CallMiner, NICE, etc. Strong problem-solving, time management, and project management skills are essential for success in this position.

In addition to these technical requirements, the successful candidate will be a highly disciplined self-starter with solid collaboration and communication skills. They will be able to clearly articulate thoughts and ideas in oral and written presentations and assist other users with data analysis as needed.

This is an exciting opportunity for a skilled professional to join our team and make a meaningful impact on the Club Member experience.



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