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.


  • 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
Job Overview
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