Speech Analytics Platform Analyst
- Hiring Organisation
- Vitality Corporate Services Limited
- Location
- Stockport, Greater Manchester, North West, United Kingdom
- Employment Type
- Permanent
- Salary
- £40,000
coaching and operational performance. Key Actions Build and maintain scorecards, processes and category structures within the conversation intelligence platform to measure agent behaviours, customer experience and compliance Extract, transform and analyse conversational data using Power BI, Excel and SQL, ensuring insight is accurate, accessible and structured for wider business … Quality Assurance, Operations and Risk with clear commentary and actionable recommendations Apply conversational design principles to identify the language and behaviours that influence customer experience, escalation, vulnerability and resolution quality Translate behavioural insight into practical coaching frameworks and performance conversations in collaboration with Quality Assurance, Knowledge and operational teams ...