As the Speech Insight Analyst you will be responsible for providing call analysis to support the business to deliver on our strategies to help reduce customer effort and improve customer experience.
You’ll be joining AFS, where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance.
We are part of Sainsbury’s bank and in this role, you’ll report into the Senior RCA and Insight Lead.
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.
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:
Proven contact centre operational experience.
Previous experience as an experienced analyst and competent with Microsoft Office, PowerPoint and Excel.
Be aware of the customer impact when suggesting recommended improvements.
The ability to influence stakeholders and suggest alternative solutions, not readily apparent to them.
Experience of reviewing calls to provide a clear picture of trends, issues and risks. This enables improvements and decisions to be made.
Problem Solving skills
Ability to deliver to tight deadlines whilst dealing with challenge, risk and ambiguity.
Strong time management and communication skills
Be a team player and able to work collaboratively with and through others.
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.