Do you have strong analytical skills? Are you passionate about using those skills to identify areas for improvement and to drive change? If the answer is yes, then this is the role for you!
We are part of Sainsbury’s bank and in this role, you will be joining the Financial Services part of the business, where our aim is to make life better every day for Argos customers by understanding and improving the customer journey.
As Speech Insight Analyst, you will be responsible for providing call analysis and other key customer insight to support the business to deliver on our strategies, help reduce customer effort and improve customer experience.
Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do. Reporting directly into the Senior Root Cause Analysis & Insight Lead, you will have the ability to positively influence change and engage with business stakeholders drive our customer strategy through the insight you produce.
In this role, you really are at the heart of everything!
As Speech Insight Analyst, you will:
Manage reports including performance dashboards - ensuring that reports are standardised, accurate, analytical categories are up to date, relevant and clear.
Provide root cause analysis to the Call Analytics Lead to help understand systemic or re-occurring customer issues that have been identified through analytics.
Responsible for forensic call listening to identify specific business and customer issues - regularly present on findings and reasons for major call drivers.
Provide analysis that will enable Service Managers and operational teams to identify opportunities to help reduce customer effort and repeat contact, and highlight gaps in business/operational processes.
Produce MI on performance across the advisor population – highlighting upper and lower quartile performance.
Analyse the impact and effectiveness of specific events, promotions and business change initiatives across the contact centre operation.
Ensure communication of analysis is clear, engaging and timely to the Call Analytics Lead
As Speech Insight Analyst, you will have:
Strong contact centre operational experience.
Proven experience of reviewing calls to provide a clear picture of trends, issues and risks.
Exposure to Call Analytics software configuration and reporting.
The ability to analyse and consider large volumes of information.
Ability to apply a customer lens when suggesting recommended improvements.
Excellent written and verbal communication skills.
Can engage and influence others with confidence.
Strong problem solving skills, remains calm under pressure and does not lose sight of goals.
Ability to change priority and work to deadlines, managing own time and multiple tasks simultaneously.
High levels of energy, drive and self-motivation.
What can you expect in return?
You’ll receive a competitive salary, 24 days holiday, annual bonus, company pension scheme. You’ll be working in an exciting environment with the potential to develop your skills for a career that fits with your own aspirations.
As this role involves working in a FCA regulated business all offers will be subject to satisfactory background checks including criminal record, credit check and employment references.