Speech Analyst

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary Role

An exciting opportunity has come available for a Speech Analyst to join a new restructured Enterprise MI, Planning and Insights function. This role will be located in either Bristol, Edinburgh, Stirling, Liverpool or Peterborough.

As a Speech Analyst, you will play a pivotal role in establishing and ensuring the success of a new Speech Analytics team and Centre of Excellence. You will be responsible for analysing speech data to identify key opportunities, emerging trends, and strategic initiatives, helping to drive impactful business insights and improvements.

This is a unique opportunity to work alongside Speech Leads in shaping and driving the growth of a new function within the business. You will play a key role in influencing its development, defining its future direction, and establishing its long-term success.

Benefits

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing

• Extract and analyse contact center/customer interaction data to identify trends, customer sentiment, and root causes of issues.
• Provide actionable insights to improve customer experience and operational efficiency.
• Ensure compliance with regulatory and company standards by detecting policy violations and risky language in customer interactions.
• Develop and track key performance indicators (KPIs) related to speech analytics findings, such as customer satisfaction (CSAT), first call resolution (FCR), and agent performance.
• Optimise and fine-tune speech analytics tools, models, and keyword/phrase detection for better accuracy.
• Present analytical findings and insights to leadership, customer experience teams, and other stakeholders.
• Develop dashboards and reports that translate complex speech data into understandable business intelligence.
• Support the wider MI & Insights teams, working collaboratively to deliver an output which is greater than the sum of its parts.
• Providing statistical analysis to provide insights and analysis that facilitates continuous improvement and risk mitigation.

What We're Looking For

• Proficiency in speech analytics platforms such as NICE Nexidia, Verint, CallMiner, Genesys, or similar, with the ability to optimize and fine-tune models for accuracy.
• Strong analytical skills to provide actionable insights that enhance customer experience and operational efficiency.
• Knowledge of Python, SQL, or R for data extraction, statistical analysis, and dashboard/report development.
• Strong Stake holder management skills with the ability to communicate analytical findings to leadership, customer experience teams, and other key stakeholders.
• Team building and collaboration skills, working closely with MI & Insights teams to drive a unified, data-driven strategy for continuous improvement.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!