CX Transformation Consultant - BA

Job Description

Role Purpose

The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.

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Job Role & Responsibilities:

As a Sr. Analytics consultant the individual contributor will be responsible for the performance of the overall Operations Quality, speech analytics category design and leveraging AI/ML solution to identify conversational AI use cases and optimize contact center interactions across channels and improve end user experience & advocacy of enterprise Clients.

60% - QA Automation, creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc.

20% - Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc.

20% - Creating WBR / MBR slides, Training, collaborating with cross function teams & Attending Client Calls, etc.

Ability to understand the organizations business objectives and goals, analyze recorded audio and audio-based data sets for critical insights, provide ongoing speech category design, determine opportunities through analysis of current or future trends, collaborating and synthesizing analyses for the execution of scorecards.

Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes. Clearly articulates thoughts and ideas in oral and written presentations.

Contributes creative ideas to conduct thorough analysis to estimate risk/reward, assists other users with data analysis as needed and work cross-functionally with various groups internally and externally.

Own the end-to-end process, from recognizing the problem to implementing the solution.

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Skills and Qualifications:

10+ years of relevant analytics experience. Graduates in any stream. - Analytical or quantitative field preferred.

Skills with Verint, CallMiner, Nexidia, NICE, Uniphore, Calabrio or other speech analytics package preferred.

Skills on extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations based on understanding of speech analytics, file structures, IT tools, and statistics to assess opportunities effectively.

Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment, experience with text mining, parsing, and classification using state-of-the-art techniques.

Experience with information retrieval, Natural Language Processing, Natural Language Understanding and Neural Language Modeling (BERT, LSTM, Transformers, LLM etc.).

Hands on Python data science ecosystem: Pandas, NumPy, SciPy, Scikit-learn, NLTK, Genism, etc.

Ability to evaluate quality of ML models and to define the right performance metrics for models in accordance with the requirements of the core platform.

Good experience with deep understanding in both traditional and modern data architecture and processing concepts, including relational databases (e.g., SQL Server, MySQL, Oracle), Data warehousing, big data (Hadoop, Spark, Storm), NoSQL, data ingestion (Batch and real time processing) and creating data pipeline etc.

Hands on BI tools such as Tableau, Power BI, PPT for client demo and presentations

Competencies