Lead analyst

Lead Analyst Speech Analytics

Department:

Etech Insights

Location:

Gandhinagar

Our team is growing but we are not adding members just to fulfill requests. We are searching for individuals who are ready to be a part of the next big thing and are excited about growing with our company! Leadership is anxiously waiting to cultivate and develop your skills and prepare you for the career journey of a lifetime.

Our focus is to create lasting impressions with each customer interaction. Reflect on the times you have been the customer and you left your experience feeling satisfied, appreciated and valued. Simply put these are the experiences you will use to deliver world class results to our customer base.

If you consider yourself to be a team player, goal oriented, and possess a passion for helping others; apply to become a part of the Etech Global Services Team.

About Us:

Globally, we are over 3000 strong, and we are always searching for new team members which will offer fresh and innovative ideas and diverse approaches to everyday problem solving. Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.

Visit us: www.etechgs.com

What We Offer:

• Transportation allowance
• Canteen Subsidy
• Health Insurance
• Tuition Reimbursement
• Incentive components campaign wise
• Work Life Balance Initiatives
• Rewards & Recognition
• Internal movement through IJP

What You’ll Be Doing:

• Will initiate launching of audit process for new campaigns as assigned by Project Leader/Account Leader
• Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met
• Understand the SLA of the campaigns in the terms of QA support and ensure that those are met.
• Design Audit Forms, get it approved by Ops and Client and place it online in QEval
• Initiate MI/BI studies as and when required
• Take initiatives for process improvement
• Will possess overall knowledge of all the campaigns audited by EI
• Periodically monitor utilization, audit accuracy etc of the QA team
• Help in setting up calibrations and provide all assistance to QA Lead Interns/Asst. QA Leads in maintaining a smooth calibration process
• Maintain minimum 95% schedule adherence of self and the team
• Will act as role model for Leaders and Team Members of internal and external departments
• Must be accessible, available and flexible with shift timings
• Have an open attitude and avoid discounting, dismissing, or minimizing questions
• Maintain personal and professional boundaries, but avoid being distant or unapproachable
• Always lead by example
• Adhere to the policies and procedures of Etech
• Provide excellence when communicating with customers (internal and external)
• Be flexible in an environment by championing and embracing change
• Create a spirit of mutual learning, trust and respect

We expect you to have:

• Graduate or equivalent experience in BPO call monitoring and auditing
• Must have minimum 2-3 experience in speech analytics
• Good technical knowledge needed. Should be aware about API, Metadata, Queries, Python language etc
• Must have worked as a leader
• Should be well versed with PPT and Advanced excel.
• Interpersonal skills & ability to influence
• Excellent written & verbal Communication skills including client interactions
• Planning and organisational skills
• Well organised and structure approach to work Ability to work to deadlines and targets