Speech Analytics Platform Analyst

About The Role
Team – Resource Plannning
Working Pattern - Hybrid – 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, 35 hours per week.
We are happy to discuss flexible working!

Top 3 skills needed for this role

• Advanced Data Analysis
• Proven Platform Configuration
• Strong Stakeholder Communication

What this role is all about
We're looking for a Speech Analytics Platform Analyst to build, maintain and optimise the systems that turn customer conversations into measurable business insight. Working across speech analytics, data and reporting, the role will translate complex language patterns into clear outputs that improve customer outcomes, regulatory compliance, coaching and operational performance.
Key Actions

• Build and maintain scorecards, processes and category structures within the conversation intelligence platform to measure agent behaviours, customer experience and compliance
• Extract, transform and analyse conversational data using Power BI, Excel and SQL, ensuring insight is accurate, accessible and structured for wider business use
• Develop and maintain dashboards that provide stakeholders across Quality Assurance, Operations and Risk with clear commentary and actionable recommendations
• Apply conversational design principl...