Analyst Job in Colorado Springs, CO
Performs data collection, analysis, validation and reporting. Designs, tests, and documents processes, SQL queries, and stored procedures. Extracts and analyzes data from various sources, including databases, manual files, and external websites. Responds to data inquiries from various groups within an organization. Creates and publishes regularly scheduled and ad hoc reports. Documents reporting requirements and processes and validates data components as required. Requires experience with relational databases and knowledge of query tools and/or statistical software. Strong analytical and organizational skills also essential.
Will support the scoping and initial build out for Chat based Speech Analytics products
Ability to understand the organization's business objectives and goals, analyze recorded audio and audio-based data sets for critical insights
Works with IT to address problems with automated processes that support the speech analytic platform
Provides ongoing speech category design through Nexidia but also leveraging the transcripts from the chat logs for ad hoc analysis and proof of concept design
Serves as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform
Ability to determine opportunities through analysis of current or future trends
Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
Clearly articulates thoughts and ideas in oral and written presentations
Contributes creative ideas to conduct thorough analysis to estimate risk/reward
Assists other users with data analysis as needed
Serves as a point of contact for external companies whose files must adhere to a required formatting convention
Diligently capturing combinations of keywords & phrases within the system for optimal configurations performance
Experience and understanding of contact center operations
Minimum 3 years prior work experience performing business, data and/or statistical analysis.
Highly disciplined self-starter with solid collaboration & communication skills
Some experience with Lean or Six Sigma a plus
Orientation for detail, coupled with organizational and Project Management skills.
Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment
Advanced MS Suite – specifically Excel
Intermediate CallMiner, Nexidia, Verint, or other speech analytics package
Bachelor's degree in analytical or quantitative field preferred CQA340 323401 323401BR
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
The pay for this position has a salary range of
$65,300.00 to $104,500.00
. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.