I'm preparing to interview candidates for the analyst position and am looking for any good questions you've used in your recruiting.
I do not if you would consider these questions but here are things that should be discussed with a candidate in terms of their ability to do the following:
- Someone with the knowledge or aptitude for writing logic statements to garner results from a database.
o This aides in the custom creation of categories and scores used to conduct the analysis on your interactions.
- Someone able to perform analysis on the data that is extracted from our Eureka product …
o An eye and ability to find the common denominators that help transition of data, to analysis, to actionable results.
- Someone with the ability to seek/understand the overall impact to your organization and document that in an easy to digest manner.
o This is the hardest piece of the role is the need to have both analytical skill sets present and business intelligence.
BTW, these were blatantly ripped off from my friend and associate Lauretta Campestre, Sr Customer Success Director. :-)
Check with your CSD and they can also get you a job description and even job posting outline.
Best of Luck! Brian
Thanks Brian! I totally ripped off the job description from my CSD, so we’re good there. Thanks for providing some context for discussion. These will come in handy. Thanks again!
Hi Deanna Peel,
I would suggest referring https://community.callminer.com/message/5300?commentID=5300#comment-5300 posted on EO.
Also if you have access to Listen presentation Supporting HR Functions with Interaction Analytics
Excellent, thank you!
In addition you want to check the blog How to HIRE great people
I think it would be valuable for you to think about the role of the Speech Analyst, be it for QA functions, data analytics, interaction analytics, etc. and determine the competencies that you value and expect from that role.
We hired 2 new interaction analyst and I was looking for strong innovative and creativity skills, so I asked the question, "Tell me a story about a frog and an airplane". This is a totally unexpected question, but helps me evaluate if the prospective employee can deal with ambiguity, think on their feet and helps me evaluate their creativity. Plus it is just fun to see their comfort level in dealing with an unexpected question.
You may also want to review this post
New Brainstorming Exercise
Here are some other questions to consider that my support measuring specific competencies:
Strategic Agility – Sees ahead clearly. Can anticipate future consequences and trends accurately. Can paint credible pictures and visions of possibilities and likelihoods. Can put together a compelling strategic/action plan. .
Problem Solving - Uses logic and methods to solve difficult problems with effective solutions. Can see hidden problems. Looks beyond the obvious and does not stop at the first answer. Proposes creative solutions that anticipate immediate, local consequences. Identifies patterns from separate challenges or roadblocks & apply relevant solutions.
You are standing next to three switches. You know these switches belong to three bulbs in a room behind a closed door – the door is tight closed, and heavy which means that it’s absolutely impossible to see if any bulb is on or not. All three switches are now in position off.
You can do whatever you want with the switches and when you are finished you open the door and go into the room. While in there you have to tell which switch belongs to which bulb.
How will you do that?
Learning on the Fly/Self-Development - Learns quickly when faced with new problems. Experiments and will try anything to find solutions. Committed to and actively works to continuously improve. Understands that different situations and levels may call for different skills and approaches. Utilizes the tools and resources available.
Creativity/Innovative - Comes up with new and unique ideas. Easily makes connections among previously unrelated notions. Tends to be seen as original and value-added in brainstorming sessions. Has good judgment about which creative ideas and suggestions will work. Can project how potential ideas may play out.
Deal with Ambiguity/ Composure/ Patience - Can effectively cope with change. Can comfortably shift gears. Can decide and act without having the total picture. Isn't upset when things are up in the air. Can comfortably handle risk and uncertainty. Is cool under pressure. Rarely becomes irritated or defensive when times are tough. Is not knocked off balance by the unexpected.
Hope that helps...
Ooh….I like #1 below. I had something similar, but this is better. Thanks Shawn!
The "tell me a story" angle might provide a glimpse of each candidate's approach to problem solving. Look to hire BAs are genuinely "business curious" -- whether it's peeling back layers to expose relevant information, creative ways to overcome a challenge, or spotting new opportunities that otherwise may not have been noticed. You may also want to consider hiring TWO analysts if possible to safeguard against attrition because the skillset of your trained analyst will be highly marketable. Good luck!
Thanks David! We’ve budgeted for one analyst to get the program rolling with another possible addition in 2019, so hopefully that approach will serve us well.
When I was interviewing people (understanding that speech/voice analytics isn't a super huge field), I just made sure that they had the ability to learn. I would ask the generic questions that checked their character but would ask a few questions about understanding the implications of findings and ability to learn on the fly. (So I agree with just about everything Shawn posted)
One of my favorite questions that I ask is:
If I were to send you to a 5 story library and tell you to grab every book by _______________. How would you start and make sure that you got every book by that author?
This opens the doors to seeing how they use their resources and the biggest indicator that I look for is to see if they are willing to ask for help.
Good luck in your search!
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