Job Title: NEXIDIA Analyst (Offshore)
Location: India (Noida, Chennai, Vijayawada)
Employment Type: Full-Time
Experience Level: 7-9 Years
Job Summary:
The NEXIDIA Analyst is responsible for configuring, managing, and analyzing customer interaction data using the NICE Nexidia Speech Analytics platform. The role focuses on transforming voice and text conversations into actionable business insights that improve customer experience, compliance, quality assurance, sales effectiveness, operational efficiency, and agent performance. The analyst works closely with Operations, QA, Business, Compliance, IT, and Leadership teams to develop categories, dashboards, reports, and recommendations
Key Responsibilities:
- Platform Administration
- Configure and maintain NICE Nexidia Speech Analytics.
- Create and optimize search queries, categories, keyword libraries, and scoring models.
- Monitor platform performance and data quality.
- Troubleshoot categorization and transcription issues.
- Speech Analytics Development
- Design speech categories based on business requirements.
- Develop phonetic and text-based searches.
- Fine-tune keyword logic to reduce false positives and improve accuracy.
- Validate category performance through call listening.
- Data Analysis
- Analyze customer interactions to identify:
- Customer pain points
- Root causes
- Call drivers
- Compliance violations
- Sales opportunities
- Customer sentiment
- Agent behaviors
- Perform trend and variance analysis.
- Conduct root cause investigations.
- Reporting & Dashboarding
- Build dashboards using:
- Power BI
- Excel
- Tableau
- Nexidia Reporting
- Generate:
- Executive reports
- Weekly/monthly operational reports
- KPI dashboards
- Business reviews
- Business Partnership
- Gather business requirements.
- Translate operational problems into analytics solutions.
- Present insights to stakeholders.
- Recommend process improvements based on findings.
- Continuous Improvement
- Identify automation opportunities.
- Improve speech categories.
- Maintain documentation and governance.
- Support new business implementations and platform enhancements.
Required Skills:
- Technical Skills: NICE Nexidia Speech Analytics, Speech category development, Query building, Speech-to-text analytics, Keyword tuning, Call transcription validation, Data visualization, Root Cause Analysis, Dashboard development, Evaluation Form/Template development, Automated QA scoring using NEXIDIA capabilities, QA Reporting
- Domain Knowledge: Contact Center Operations, Quality Assurance, Customer Experience (CX), Voice of Customer (VoC), Compliance Monitoring, Sales Analytics
- Banking / Healthcare / Telecom / Insurance processes (preferred)
- Soft Skills: Analytical thinking, Problem solving, Attention to detail, Communication and presentation, Stakeholder management, Documentation
- Time management, Cross-functional collaboration
Required Qualifications:
- Bachelors or masters degree in information systems, Healthcare Informatics, Business Analytics, or related field.
- Overall, 9 years of experience in Contact Center Analytics
- Minimum 5 years of experience in Speech Analytics
- Experience with NICE Nexidia or other speech analytics platforms such as Verint or CallMiner
- Experience with BI tools is desirable
Key Performance Indicators (KPIs):
- Category accuracy
- Speech query precision and recall
- False positive reduction
- Report turnaround time
- Dashboard utilization
- Compliance detection rate
- Business value delivered
- Customer experience improvements
- Cost savings through analytics
