Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.

Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.

Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.

Package, deliver, and at times present key findings and briefings.

Conduct evaluations to identify areas of improvement.

Monitor, analyse & audit trainees’ performance and call out any unusual trends.

Identify training needs by working with operations team and QA.