Teleperformance

Interaction Analytics Analyst - Mandarin - Kuala Lumpur (Software Project)

Job Locations MY-Kuala Lumpur-Kuala Lumpur
Requisition Post Information* : Posted Date 2 weeks ago(5/21/2025 6:01 AM)
Requisition ID
2025-65269
Category
Customer Service/Support
Country
Malaysia

Overview

This position is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio, transcripts, and interaction-based data sets for critical insights, patterns, and trends; as well as communicating analysis and proposing solutions to the organization. 

Qualifications

  • Speech, Business, and/or Data Analytics background desired (3+ years). 
  • Degree in Data Science, Business Analytics, Computer Information Systems, Computer Science or Linguistics desired; or equivalent experience 
  • Experience in preparing and presenting written project status reports and executive briefings. 
  • Experience in speech analytics/speech recognition. 
  • Experience with Nexidia, Verint, CallMiner Eureka, or other Interaction Analytics platforms preferred 
  • Experience with PowerBi, Tableau tools preferred 
  • Experience in Sales programs preferred 
  • strong English, Chinese and Malay speaking, reading and writing skills  

Responsibilities

  • 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. 
  • Collaborate & communicate effectively with business sponsors, executives and stakeholders. 
  • Ability to build and maintain strong client relationships. 
  • Contribute to business value knowledge base and accurate support hand-offs. 
  • Utilize best practice speech analytics methodologies. 
  • Individual must be a confident team player who can work well with others, mentor new team members and provide (and receive) constructive feedback. 
  • Flexibility and ability to adjust to changing priorities in a fast-paced environment is a must. 
  • Strong analytical and problem-solving skills. The ideal candidate will thrive on change and possess an inquisitive mind. 
  • Excellent communication skills and a positive attitude are required. 

 

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