Overview
Senior Speech Analyst – Krakow, Poland
A Senior Speech Analyst delivers significant value to contact center operations by leveraging advanced speech analytics tools to extract actionable insights from customer interactions. By analyzing call recordings and transcriptions, they identify trends, recurring issues, and opportunities for process improvement. Their expertise enables them to uncover root causes of customer dissatisfaction, monitor compliance with scripts and regulations, and highlight coaching opportunities for agents. This data-driven approach helps streamline operations, reduce call handling times, and enhance the overall quality of customer service.
On a broader business level, a Senior Speech Analyst’s insights inform strategic decision-making and drive continuous improvement. Their work supports the development of targeted training programs, refines customer engagement strategies, and helps align contact center goals with organizational objectives. By translating complex speech data into clear recommendations, they enable leadership to make informed choices that improve customer satisfaction, increase retention, and ultimately contribute to revenue growth and competitive advantage.
Our office is situated in Cracow, and we embrace a hybrid working model (50/50).
Aon is in the business of better decisions
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world!
As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.
What the day will look like:
Responsible for delivering the following key functions:
- Develops, prepares and analyzes reports with complex analysis and data for management review, and presents to various levels of management.
- Works cross-functionally in analyzing, designing, and developing business solutions, and assists with communication with various levels of the business to demonstrate the value of the program.
- Supports the CX Analytics Leader by providing analytical support for multiple, complex cross-functional projects simultaneously, coordinates with internal and external resources as needed.
- Assists in improving processes, systems or products to enhance contact center performance.
- Builds, tests, validates and modifies Speech Analytics queries in accordance with set processes and data governance standards.
- Conducts new (business) user training on Speech Analytics solution.
- Works with the CX Analytics Leader to assess requests and inquiries from the business related to Speech Analytics capabilities, reports, dashboards, alerts and projects.
- Conduct call listening & manual data capture as needed, to support Speech Analytics projects.
Skills and experience that will lead to success:
- Bachelor’s degree or equivalent experience (minimum 5 years of prior relevant experience in an analytical role)
- 3+ years working in a contact/call center setting (at any level)
- Demonstrated proficiency working with Speech Analytics technology (Verint, NICE/Nexidia, CallMiner or similar)
- C1 English level required
- High level of proficiency in MS Excel (macros, formulas, pivot tables, V-lookups)
- Excellent knowledge of data structures and proficiency in working with SQL or other business querying tool.
- Excellent analytical, mathematical and creative problem-solving skills.
- Ability to manage multiple projects within committed timelines; strong multi-tasking and prioritization skills.
- Sound communication skills, able to accurately and effectively communicate with peers and leaders in other groups both verbally and in writing.
- Ability to create and maintain strong working relationships with colleagues and clients.
Please attach CV in English only!
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IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
