Speech Analyst

Speech Analyst (Call Miner)

Salary £33,000 - 40,000, dependent on experience

Permanent

London Hybrid

Our Speech Analysts, play an important role in providing exceptional experiences every day to our valued customers.

Why are our customers calling us? Are we dealing with customer calls effectively? How we can improve our processes and product offerings in the future? – These are all questions that your analysis will provide answers to. The analysis undertaken will provide support and new opportunities in strategic programmes across the Saga Group in this dynamic and varied role.

Working in a direct team of 3 you will be supporting our Insurance contact centre with insight, trends and analysis. This will help provide support and new opportunities in strategic programmes across our Insurance business.

We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone roughly once a month, allowing us to collaborate and share success as a business.

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

As one of our Speech Analysts, you will be accountable for the following areas;

• Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.
• Proactively identify opportunities for improvements through data analysis within the speech platform.
• Creation and maintenance of categories to support analysis or tracking.
• Turning large data sets into actionable insight.
• Creation of dashboards and insight packs where appropriate.
• Governance and controls in relation to the speech platform.
• Peer to peer supporting and mentoring

Whilst experience working as a Speech Analyst is desirable, we would be open to considering candidates with an analytical background in a operational environment.

Experience with in insurance or financial services, would be of advantage.

Other skills and experience required includes:

• Ability to succinctly summarise large data sets
• Strong communication and stakeholder management
• Attention to detail and analytical
• Able to provide insight and tell stories through data
• Competent use of SQL

Saga Values:
Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

We aim to be the most-trusted brand for older people in the UK. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other. Our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga has been ranked 6th in the UK’s Best…