Speech Analytics

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years, we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

The Speech Analytics Analyst leverages and configures the speech analytics platform to drive actionable solutions for customer care, sales, quality, compliance, operations, marketing, and provide voice of the customer insight.  They will play a critical role in the continuous improvement of the customer engagement model and share a commitment to delivering products and services that make our customers thrive.

To be successful in this role, you’ll need superior analytical skills, exhibit strong attention to detail, and have a proven ability to deliver results in a fast-paced environment both individually and as part of a team.

Key responsibilities:

• Using an inquisitive and intuitive approach, determine what call events (keywords and phrases) to program the software to recognize as structured data to support analytics and business goals
• Analytical and knowledgeable, recognize pertinent language patterns and conversational content that leads to business value
• Review, calibrate, and validate the quality of data to verify analysis requirements
• Create stories from data analysis and communicate them to internal clients
• Create, edit, and manage custom dashboard reports
• Provide training and best practice advice to Operational partners

• Preferred experience with Speech analytics or a firm grasp of conversational English
• Knowledge of Contact Center business practices preferred
• Quality Assurance / Learning and Development experience preferred
• Demonstrated strong analytical skills, adept at identifying patterns, and hypothesis-driven problem-solving
• Innovative mindset, aptitude for learning new technologies/software, and dexterity to adjust to changing priorities within an emerging business
• Self-starter who can act independently as well as working collaboratively
• Exceptional written and oral communication skills, including an ability to communicate across business areas
• Ability to translate data and business insights into actionable dashboards for all levels of the organization
• Excellent listening & communication skills and a positive attitude are required for frequent interaction with customers
• Ability to work effectively with product development, engineers, and business team
• Bachelor's Degree or equivalent work experience

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.