Now Hiring: Speech Analytics Consultant

Roles and Responsibilities 

The primary objective of the Speech Analytics Consultant (SAC) role is to optimize and manage the speech analytics solution to provide root cause insights for customer-impacting issues so that problems can be solved by J.Lodge and its clients at the origin, thus improving the overall customer experience. The SAC will interface with clients (internal or external) for input, prioritization and feedback on customer experience challenges. The SAC will use speech analytics software to identify potential customer-facing challenges and correlation/causation insights for root cause. The SAC will also use speech analytics to target calls for deeper analytic “studies” by Customer Experience Analysts (CXAs) and direct the activities of his/her respective CXA team for the creation of enriched metadata to facilitate root cause analysis.

Qualifications and Education Requirements

  • Four year degree (required) or advanced degree in a related field
  • Experience with use of analytic and/or data visualization software
  • Experience with interacting with large data sets
  • Strong verbal and written communication skills
  • Strong presentation skills including advanced PowerPoint skills
  • Proactive and positive approach to work and tasks
  • Superior ability to interact with a team
  • Six Sigma certification – Yellow Belt or higher (strongly preferred)

Preferred Skills

  • Have a keen interest in the improvement of the overall customer experience
  • Have a natural curiosity toward the deeper understanding of why problems develop in complex environments
  • Be comfortable interacting with large data sets through sophisticated data visualization software
  • Be willing to learn and understand client business environments, products, services and processes
  • Be comfortable communicating and presenting analytic findings to clients (internal and external)
  • Be able to direct the activities of small teams to achieve objectives

Job Title: Speech Analytics Consultant
Department / Group: Client Strategies
Date Posted: 10/9/17
Travel Required: Yes, 25%
Contact Person: Kristen Jones 
Contact Email: employment@jlodge.com