- Analyze and fine tune the speech analytics (SA) content and applications
- Ensure accuracy in system triggers to ensure false alerts are promptly reviewed and addressed
- For Call audits category, ensure business lines conform to audit criteria and participation
- Liaise with business lines and vendor for constant content applicability, comprehensiveness and accuracy
- Perform reporting to key stakeholders on critical matrices
- Ensure SA contents are concise to minimize misunderstandings within other business lines
- The incumbent may be required to support other adhoc duties as needed within the business lines
- Contract: Yearly renewable
- Location: Clarke Quay/ Chinatown
- Work days: Monday - Friday
- Work Hours: 8.30am - 6pm
Job Requirements:
- Strong analytical skills and data comprehension expertise.
- Possess at least 3 to 5 years in call center experience.
- Attain Key Performance Indicators (KPI) set out i.e. >85% accuracy in triggers
- Strong fact finding skills to ensure correct content are present and necessary.
- Those with Call Center speech analytics background will be highly advantageous.
- Able to work in a fast-paced environment and commit to extra hours to meet deadlines.
- Possess high work ethics and acceptance to high compliance environment.
- Strong proficiency in Microsoft Office (Excel & Word) is required to ensure the deliverables in job functions.
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https://go.persolkelly.com/job/apply/6288
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