Analyst, Advanced Business Analytics

About The Role:

Systems Administrator and Analyst for Nexidia Interaction Analytics and Quality Central for a TTEC client. Create speech analytics queries and provide business insights to operations and client stakeholders, while also supporting the administration of the tool.

Responsibilities:

• Administration of Nexidia Interaction Analytics and Quality Central system.
• Responsible for creation of scorecards, user access, profile updates, workflows, reports, and other available features in Nexidia.
• Troubleshoot or escalate system issues as needed
• Create speech analytics queries using Nexidia, or other available analytics tools where applicable or necessary.
• Use statistical analysis and six sigma concepts for problem solving and generating insights.
• Deep dive into call recordings and other available data to determine root cause and proactive solutions.
• Create analytics decks that summarize the data set, methodology, key findings, and proactive solutions.
• Serve as SME for training/coaching end-users in utilizing the different features of the Nexidia tool.
• Train other Analysts, Quality Specialists, or Operations partners as needed.
• Present business reviews/analytics decks to internal and external stakeholders.

Candidate Requirements:

• A t least 2 years work experience in an analytics role
• Knowledge and experience in using Nexidia Interaction Analytics.
• Experience with other speech analytics platforms is a plus
• Proficient in MS Excel and MS PowerPoint. Additional experience in other MS tools is a plus.
• At least Six Sigma WhiteBelt. Higher level Six Sigma certification preferred.
• Strong written and verbal communication skills
• Strong interpersonal skills
• Critical thinking with high attention to detail
• Ability to respect and ensure strict confidentiality of data
• Demonstrate multi-tasking capability in a fast-paced environment
• Highly adaptable to changing priorities and projects