Analyste Call Miner- Experience Client/call Miner

2 weeks ago


Montréal, Canada SharkNinja Full time

Aperçu du poste:
SharkNinja est à la recherche d’un Analyste Call Miner
- Experience client pour se joindre à notre équipe d’Excellence au consommateur et au client.

Nous sommes à la recherche d’une personne curieuse, passionnée par l’industrie de la vente au détail et qui comprend la valeur d’offrir une expérience client exceptionnelle. L’Analyste Call Miner
- Experience client, relève directement du Gestionnaire, Analyste planifications aux Opérations, et aide à intégrer, à améliorer et à créer des données, des tableaux de bord et des rapports.

L’analyste Call Miner établit la pérennité de l’intégration des données et améliore la capacité de l’équipe à relier toutes les connaissances du cheminement du client en évaluant les besoins de l’entreprise et en faisant des recommandations fondées sur les faits. Il aide aussi l’équipe de gestion à prendre des décisions fondées sur les données pour améliorer et soutenir l’expérience client en constante évolution.

Experience en analytique de langage est nécessaire.

Tâches et responsabilités, sans s’y limiter:

- Calibrer les rapports analytiques de langage afin de fournir les observations et sommaires sur les investigations approfondies, ‘root cause’, SWOT, test de régression et autres analyses
- Responsable du processus d’analyse de bout en bout pour Call Miner afin d’identifier, analyser et faire des rapports en utilisant les meilleures pratiques en automatisation de recherches d’identification de sujet des centres d’appels
- Effectuer une analyse ponctuelle de l’entreprise, au besoin, pour dresser un rapport sur l’information et les défis.
- Recommander des améliorations fondées sur les faits qui augmentent l’efficacité de l’entreprise, tout en comprenant et en équilibrant les exigences de plusieurs intervenants.
- Participer à l’amélioration des systèmes d’information afin de mieux répondre aux besoins opérationnels.

Attributs et compétences:

- Pouvoir travailler de façon autonome et avoir un esprit curieux pour trouver des réponses.
- Remettre en question le statu quo et comprendre l’établissement des priorités en fonction de la situation globale.
- Posséder d’excellentes aptitudes pour la communication, tant à l’oral qu’à l’écrit.
- Pouvoir gérer plusieurs initiatives et se démarquer dans un environnement de travail en constante évolution
- Posséder un esprit d’analyse et de résolution de problèmes.
- Maîtriser et apprendre facilement de nouvelles technologies.

Formation et expérience:

- Éducation reliée aux analyses d’affaires ou commerciales, en informatique ou dans un domaine pertinent
- Au moins trois ans d’expérience d’analytique du langage, préférence CallMiner, afin de créer des recherches et des rapports pour l’analyse automatisée.
- Connaissance pratique de SQL et des plateformes d’entrepôt de données un atout, mais pas requis
- Expérience avec Zendesk, un atout, mais pas requis

**Position Overview**:As we continue our desire to positively impact people’s lives in every home around the world and grow our business, SharkNinja is looking for a
_Call Miner Analyst, Consumer Experience_ to join our Consumer and Customer Excellence team.

We are seeking an inquisitive individual who is passionate about the durable CPG industry and understands the value of delivering an exceptional consumer experience. The
_Call Miner Analyst, Customer Experience_ will report directly to the Manager, Forecasting Operations Analyst and help integrate, improve, and build data, dashboards, and reports.

The
_Call MinerAnalyst_ establishes the continuity of the data integrations and enhancing the team’s ability to connect all insights from the customer journey by assessing business requirements and making fact-based recommendations and helps the management team make data-driven decisions to improve and support the ever-changing customer experience.

**Experience in speech and language analytics is required**

**Duties and Responsibilities, but not limited to**:

- Calibrate speech and language analytics for observation reports & deliver actionable insights utilizing deep dive, root cause, SWOT, regression, and other analysis methodologies
- Own the Call Miner analytics end-to-end process to identify, analyze and report using best practices and automate searches for topic identification from call center calls
- Perform Ad-Hoc analysis and analytics as required of the business to report on insights and challenges within the department
- Recommend fact-based improvements which increase efficiency and effectiveness of the business, while understanding and balancing the requirements of multiple stakeholders
- Participate in the improvement of information systems to better support operational needs

**Attributes and Skills**:

- Ability to work autonomously and have an inquisitive mind to find and search answers
- Questio


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