What are the responsibilities and job description for the Speech-to-Text Analyst I position at Windward Risk Managers?
Position Summary:
We are seeking a detail-oriented Entry-Level Speech-to-Text Analyst to join our Customer Experience team. In this role, you will work with voice transcriptions to analyze contact call center calls to identify themes, trends, and opportunities in to improve our customer experience and/or reduce risk. Your insights will play a crucial role in enhancing our customer interactions and refining our service offerings. This role requires occasional travel, approximately 10%, to collaborate with teams or attend training and conferences.
Essential Functions:
- Analyze transcriptions to identify common themes, customer concerns, and areas for improvement.
- Assist with the development and improvement of conversational NLU models.
- Perform sentiment analysis and categorize feedback.
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Collaborate with the Customer Experience team and other departments, such as marketing,
customer service and operations, to provide actionable insights based on analysis and ensure
a cohesive approach to enhancing customer satisfaction. - Maintain data quality and ensure the confidentiality of customer information.
Required Education and Experience:
- Bachelors degree or in lieu of degree equivalent education, training, and work-related experience.
- One (1) year of experience in data analytics
Preferred Qualifications:
- Highly detail-oriented with strong listening skills and outstanding organizational capabilities.
- Familiarity with speech recognition technologies and natural language processing concepts.
- Hands-on experience in developing, and tuning Natural Language Understanding (NLU) models.
- Understanding of customer service operations, preferably within the home insurance industry.
Essential Skills:
- Proficiency in using MS Office products, including Outlook, Excel, and Teams, SQL preferred.
- Working knowledge of Boolean language.
- Effective communication skills and working collaboratively in a team environment.
- Proficiency in data analysis and the ability to interpret complex information
