The Specialist is responsible for the analysis of customer conversations/interactions utilizing an advanced speech analytics solution. The Specialist must have complete knowledge of our product and all destinations.
- Understanding the organization’s business objectives and goals in analyzing recorded audio and audio base data sets. Identify critical insights, patterns, and trends. Communicate analysis and propose solutions.
- Maintain confidentiality of customer company records and account numbers to ensure customer security
- Create and maintain monthly QA Scorecards in Call Miner including category scores and call metrics
- Create and maintain monthly Agent Scorecards from Avaya call reports, and CBS Metrics
- Listen to 10-20 historic calls for each agent each month
- Track and maintain daily call reports from Avaya
- Track and maintain daily delinquency and default reports from Business Intelligence
- Assist the Manager and Supervisor with additional daily and monthly reports as needed