Required Skills:

• Ttoal experience – 6 -11yrs

• Require strong analytical skills, methodical thinking, and ability to define problems and frame solutions.

• 2 years experience in contact center space, with speech, chat, and contact center solutions and performance analytics OR MS in Business Analytics or Linguistics in lieu of experience

• Must have good hands-on experience on audit and quality monitoring process.

• Experience in contributing to business requirements workshops, knowledge gathering sections and preparation of requirement documents, specification documents, data flow, process flow charts etc.

• Experience in root cause analysis and issue resolution.

• Experience in working directly with clients in business operations and analytics service delivery.

• Should have the ability to build strong partnership and to build effective business relationships.

• Experience with customer engagement, account management and project management

• Experience in data analysis, business analytics, business intelligence tools and methodologies

• Proficiency with Tableau and/or PowerBI, SQL, PowerPoint, Word, Excel, SharePoint, and Visio.

• Ability to organize, prioritize and manage personal and team s work.

• Excellent communication, presentation (both oral and written) and influencing skills

Bonus Skills:

• Expertise in building predictive, prescriptive, and cognitive AI models, including NLU and NLP.

• Experience with speech recognition and analytics, IVR, conversational design is ideal.

• MS in Business Analytics or Linguistics

• Native Spanish fluency