Verint Application Consultant Contractor 

Turkey, Istanbul 

861538862

Principal Duties and Essential Responsibilities

• Champion a best-in-class Customer, Professional Call center experience or in the Insurance industry by using speech and text analytics, business acumen and strategic understanding of the data sources and confidently deliver their interpretation and recommendations for improvement to stakeholders.
• Analyze and recommend employee / agents improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of the customer and professional workforce.
• Manage and conduct all phases of in-depth analysis: compilation, validation, analysis, and presentation to business leadership.
• Responsible for maximizing the utilization of Quality-of-Service learnings and capabilities to drive meaningful intelligence, actionable insights and quantifiable improvement into the business though creation of use cases to include the following: building of categories, reports and dashboards for consumption of business leaders.
• Bias for action and a driver for results. Self-starter who looks for opportunities to connect and partner across Customer Care and drive improvement.
• Develops and Coordinates research requirements with internal customers to meet business objectives.
• Solve difficult, non-routine analysis problems with deep customer focus, applying advanced analytical methods as needed.
• Serves as a subject matter expert, providing knowledge and assistance in the areas of Big Data Analysis, Process Improvement, Change Management, and Data analysis for our clients.

Qualifications

• 1+ years in a research/analytical role. Experience with Call Center or Care operations is ideal.
• Experience in speech analytics, business operational process development and / or data analysis is a strong desire.
• Experience with statistics/analytics and database experience is highly desired.
• Strong team player with energy, enthusiasm, Positive thinking, and detail orientation to produce high quality deliverables in a fast-paced environment.
• Fantastic written and verbal communication skills with ability to present complex ideas in clear concise fashion to technical, management, and business audiences.
• Ability to tell stories with data, educates effectively, and instills confidence in recommendations, motivating others to act on them.
• Project Management skills and ability to manage multiple projects simultaneously to meet business objectives and key deadlines.
• Good English. Ability to travel overseas for training.
• Bachelor’s Degree in Industrial Engineering or related field a strong plus