Speech and Interaction Analyst

 

 

Overview of the role:

 

The Quality Assurance (QA) Speech and Interaction Analyst will be the subject matter expert (SME) in the implementation and ongoing management of an AI/Automated Quality Assurance solution within a regulated UK financial services (debt collection) environment. The role holder will work closely with the Head of CX, operational stakeholders and a 3rd party supplier to ensure the successful embedding of the new tool, transitioning from project implementation to business-as-usual (BAU). This role is pivotal in driving quality, efficiency, and compliance through innovative technology and process enhancements.

 

 

Accountabilities

 

  • Build, maintain and monitor the interaction analytics platform
  • Build speech and text categories
  • Owner of governance, build documentation and processes for Speech & Text
  • Act as the primary liaison between internal teams and the 3rd party supplier.
  • Produce regular insights and reports to inform business decisions, facilitate front-line coaching, and enhance customer journeys.
  • Contribute to governance committees to showcase the analysis to the business.
  • Run focus groups and collaborate with internal stakeholders and the Change team to drive improvements based on insight.
  • Monitor process, interaction and behavioural compliance against regulatory objectives and escalate risks where necessary
  • Define problem statements, scope analysis approach and source relevant data
  • Proactive delivery of actionable insight to help shape and drive tactical and strategic improvements
  • Use Service Quality insight to support strategic business case development
  • Validate impacts of Service Quality and business improvement interventions
  • Monitor and support business change delivery supplying actions insight for improvement results

 

 

Measures

 

  • Interaction analytics is embedded and provides meaningful insight to the business
  • Interaction queries are used to drive improvement and identify areas of emerging concern
  • Recognised as SME’s in Interaction Analytics and are respected contributors to Operational initiatives.
  • Work closely with the People Managers to understand the needs within the different departments.
  • Changes to scorecards are completed with complementary data available to aid tracking and reporting.
  • Activity completed to ensure Interaction queries and programs are working correctly and represent industry best-practice
  • Active member of wider Risk and Compliance team
  • Regular reporting in place to support governance meetings and forums. Packs are produced on time and metrics highlight performance.
  • Innovative technology is reviewed and discussed and recommendations made on elements that can support the QA framework

 

 

Experience

 

  • Industry Experience: Previous experience in the UK financial services sector, ideally in debt collection or a similarly regulated environment.
  • Project Experience: Demonstrable experience in implementing AI/Automated QA solutions or similar technology projects.
  • Technical Skills: Proficiency in query building, data analysis tools, and dashboard/reporting software.
  • Education: Relevant degree or professional qualification in Business, IT, or related field is desirable.

 

 

Key Knowledge And Skills

 

  • Technical Proficiency: Proven experience with AI/Automated QA tools and technologies.
  • Analytical Skills: Strong ability to analyse and interpret data to inform decisions and improvements.
  • Project Management: Experience in project implementation within a regulated environment, including stakeholder management and meeting deadlines.
  • Communication: Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.
  • Problem-Solving: Proactive approach to identifying and resolving challenges during implementation and BAU.
  • Attention to Detail: Ensures accuracy and thoroughness in all aspects of work.

 

 

Behaviours

 

  • Role model / Ambassador
  • Remains calm under pressure
  • Professional
  • Displays all the values.

 

 

Please email your CV to: recruitment@perchgroup.co.uk

 

 

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