Speech Analtyics Consultant


The purpose of this role is the provision of a range of Voice Analytics services to KnowledgeSpace customers. Using Speech Analytics and other similar analytics tools and the business environments they exist in. The incumbent provides expertise in utilising defined application methodologies and provides specialist, expert advice including (but not limited to) business discovery, speech ontology design and build, Voice analytics tools best practice techniques including configuration, analysis and delivery of results.

The role also acts as a Subject Matter Expert for Voice Analytics and will support other internal teams with business-based understanding of the solutions.

Primary Duties and Responsibilities:


Consulting Delivery and Preparation
The execution of all relevant, defined Voice Analytics consulting projects with KnowledgeSpace Customers including, but not limited to

  • Guidance through Proof of Concept projects end to end
  • Customer Instruction on tools and technologies and their use
  • Voice Analytics Business Requirements Gathering (Telephony, Call Files, Other Data, Voice Setup, Business definitions) from both technical and business stakeholders.
  • Collection, Analysis, management and Reporting of customer data
  • Recommendations on insights, change management, process, benefits realization and opportunitiesFacilitation of workshops and insight outcome presentation
  • Activities relating to voice file management, conversion, processing and other handling activities
  • Assist in the management and maintenance of Voice Analytics documentation as required
  • Participate in the identification and development of opportunities for additional consulting service offerings
  • Provide support on consulting best practices through Project Delivery phases.

Business Support

  • Act as Subject Matter Expert to internal / external stakeholders on Voice Analytics, it’s business context and usage
  • Resolve or refer user-based questions for KnowledgeSpace customers during project engagements
  • Provide feedback and recommendation on process, methodology and functionality to appropriate stakeholders
  • Represent KnowledgeSpace at internal and external functions as a Subject Matter Expert as requirements
  • Complete internal administrative tasks ensuring accuracy, timely delivery and adherence KnowledgeSpace policy

Reporting
Report on project milestones and delivery against agreed project plans

Other Duties and Responsibilities:

  • To protect the integrity of the data held and other relevant sources
  • To continually identify greater quality in the evaluation process and maintain collaborative team effort in ensuring the success of the project
  • To treat KnowledgeSpace colleagues with respect and integrity, in the true spirit of the KnowledgeSpace culture
  • To be a positive, professional and courteous representative of the KnowledgeSpace team and to any relevant internal/external stakeholders to the business
  • To perform any ad-hoc duties when necessary

Key skills, experience & personal attributes:

Bachelor’s Degree in appropriate field (Information Technology, Operations, Business Administration) or equivalent industry experience

  • Superior Business Writing and Documentation skills
  • Experience working with data sets to produce analysis and visualized reporting
  • Experience with reporting and visualization tools (preferred)
  • Ability to work autonomously in a dynamic environment

Apply below.


The purpose of this role is the provision of a range of Voice Analytics services to KnowledgeSpace customers. Using Speech Analytics and other similar analytics tools and the business environments they exist in. The incumbent provides expertise in utilising defined application methodologies and provides specialist, expert advice including (but not limited to) business discovery, speech ontology design and build, Voice analytics tools best practice techniques including configuration, analysis and delivery of results.

The role also acts as a Subject Matter Expert for Voice Analytics and will support other internal teams with business-based understanding of the solutions.

Primary Duties and Responsibilities:


Consulting Delivery and Preparation
The execution of all relevant, defined Voice Analytics consulting projects with KnowledgeSpace Customers including, but not limited to

  • Guidance through Proof of Concept projects end to end
  • Customer Instruction on tools and technologies and their use
  • Voice Analytics Business Requirements Gathering (Telephony, Call Files, Other Data, Voice Setup, Business definitions) from both technical and business stakeholders.
  • Collection, Analysis, management and Reporting of customer data
  • Recommendations on insights, change management, process, benefits realization and opportunitiesFacilitation of workshops and insight outcome presentation
  • Activities relating to voice file management, conversion, processing and other handling activities
  • Assist in the management and maintenance of Voice Analytics documentation as required
  • Participate in the identification and development of opportunities for additional consulting service offerings
  • Provide support on consulting best practices through Project Delivery phases.

Business Support

  • Act as Subject Matter Expert to internal / external stakeholders on Voice Analytics, it’s business context and usage
  • Resolve or refer user-based questions for KnowledgeSpace customers during project engagements
  • Provide feedback and recommendation on process, methodology and functionality to appropriate stakeholders
  • Represent KnowledgeSpace at internal and external functions as a Subject Matter Expert as requirements
  • Complete internal administrative tasks ensuring accuracy, timely delivery and adherence KnowledgeSpace policy

Reporting
Report on project milestones and delivery against agreed project plans

Other Duties and Responsibilities:

  • To protect the integrity of the data held and other relevant sources
  • To continually identify greater quality in the evaluation process and maintain collaborative team effort in ensuring the success of the project
  • To treat KnowledgeSpace colleagues with respect and integrity, in the true spirit of the KnowledgeSpace culture
  • To be a positive, professional and courteous representative of the KnowledgeSpace team and to any relevant internal/external stakeholders to the business
  • To perform any ad-hoc duties when necessary

Key skills, experience & personal attributes:

Bachelor’s Degree in appropriate field (Information Technology, Operations, Business Administration) or equivalent industry experience

  • Superior Business Writing and Documentation skills
  • Experience working with data sets to produce analysis and visualized reporting
  • Experience with reporting and visualization tools (preferred)
  • Ability to work autonomously in a dynamic environment

Apply below.

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