FULLTIME
Nexidia Analyst
HCLTech
47 days ago
Nexidia Analyst
HCLTech
Data Science / Analytics
FULLTIME
150000 - 250000
7 - 9 Years
noida
Job Description
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.
Professional Skills
- SQL
- Python
- Power BI
- Tableau
- ETL
Share Job
Job Overview
Job TitleNexidia Analyst
Job TypeFULLTIME
CategoryData Science / Analytics
Experience7 - 9 Years
DegreeMaster
Offered Salary150000 - 250000
Locationnoida
noida
Open Maps
Related Jobs
Explore other job opportunities in this category.
43 days ago
AI & Generative AI Trainer – Subject Matter Expert (SME)
SmartBridge Educational Services Private Limited
Data Science / Analytics
FULLTIME
₹30,000 - ₹40,000
Noida
Job Details
43 days ago
Business Analyst
DeepThought CultureTech Ventures Private Limited
Data Science / Analytics
FULLTIME
₹30,000 - ₹35,000
Delhi
Job Details
43 days ago
ESG Data Analyst
SunTec Web Services Private Limited
Data Science / Analytics
FULLTIME
₹15,000 - ₹20,000
Delhi
Job Details
Send Us Message
