Experience : 3 years
Job Location : Bangalore
Shift timings : Night shift ( Either 6.30 PM or 9 PM)
Work Type: Work from Office
Certification: Discover certification is mandatory
Mandatory skills:Customer InsightAnalystNLPSqlQualtrics
About the Role:
As a Customer Insights Analyst you will be responsible for configuring and maintaining the XM Discover product from Qualtrics by building models tuning sentiment and analyzing data to provide insights based on business questions. You come with an understanding of customer feedback and experience analytics and the ability to tell a story with data. You are a gogetter who can take a request and run with it independently but also does not shy away from collaborating with the other team members. You are flexible and thrive in a fastpaced environment with changing priorities.
Roles and Responsibilities:
Working crossfunctionally with business stakeholders
Intake business use cases from various areas of the company
Translate business problem into requirements and build models/dashboards that solve oneoff as well as ongoing business problems
Modeling
Design implement and finetune NLP models in Discover
Review models with stakeholders collect feedback and improve models based on business needs
Review and finetune models on an ongoing basis to ensure currency and recency of insights
Identify new topics on an ongoing basis
Dashboarding
Collect requirements for dashboards
Build dashboards
Enablement
Develop video ppt and pdf training materials for the various roles within discover (executive frontlinemanagement frontline)
Manage access to the platform in partnership with Data and Analytics Requirements:
Bachelor s degree in data science/Analytics Statistics is a plus.
Certified in Discover and/or 3 years of experience in working with this or a similar tool.
Background/experience/understanding of NLP modeling for text classification and sentiment tuning.
Program the Discover feature and setup workflow in Qualtrics.
Configuring the Discover function for call center audio and speech model setups.
Analyzing received audio surveys and prepare dashboard. Nontechnical requirements: You have experience working on clientfacing roles.
You are available to work from our Bangalore office from Day 1 in a night shift.
You have strong communication skills.
You have strong analytical skills.
You are wellorganized and high in energy.
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Customer Experience Analyst
