Customer Interaction Analyst

B-CIA/MC

Our client, a fantastic marketing leader company based in Glasgow, is currently looking for a Customer Interaction Analyst to join them on a permanent basis.

The purpose of the Customer Interactions Analyst will be to deliver actionable insight to Operations through robust analysis of our customer interactions. You will need to have a structured and rigorous approach to your work and an ability to quickly learn and adapt yourself to our operational environment.

Key Responsibilities:

  • Undertaking analytics work including data preparation, automated processing, manual call listening and results analysis using the available tools.
  • Providing data manipulation support to projects
  • Identifying trends and insights appropriate for the operation’s objectives and extracting data to evidence these for operational reports.
  • Participating in regular improvement reviews and planning.
  • Undertake specific data collection, project scoping and requirements gathering exercises.
  • Support case study and proposal preparation.
  • Preparing standard and non-standard reporting material based on research, analysis and using industry best practice knowledge to report on findings and recommendations.
  • Configuring and populating dashboards with data from analytics projects.

Key Skills:

  • A good communicator - able to communicate effectively with team colleagues and business stakeholders, on the phone and in person.
  • Passionate about producing high quality work to tight deadlines.
  • Team-spirited, positive and with a helpful attitude to work, colleagues and stakeholders.
  • Able to work effectively on own tasks without close supervision.
  • Able to contribute ideas and use initiative and enthusiasm to drive and build a fast moving business.
  • Willing to challenge the status quo - driven by a desire to deliver continuous improvement
  • A structured and analytic approach to work, research and problem solving.

Essential:

  • Excellent experience of Verint Speech Analytics or another equivalent platform.
  • Extensive analysis experience