Prashant P.

Experience summary: Current designation: Speech & Text Analyst (Previously worked as quality analyst) Key responsibilities:  Analyze recorded audio based data sets for critical insights  Determine opportunities through analysis of current and future trends  Prepare weekly and monthly reports for the client  Thoroughly capturing combinations of keywords & phrases within the system for optimal configurations performance  Creating syntax, fine tuning syntaxes, building categories, category validation, etc.  Creating WBR decks, Training, Attending Client Calls, etc.  Analysis of customer conversation interaction using speech analytics solution/tool  Analyzing recorded audio, transcript and interaction-based data sets for critical insights, patterns and trends  Gathering, documenting and identifying of words and phrases for creation of categories and scores that are used to drive business value utilizing the speed analytics solution/tool  Construct searches and reports designed for automated analysis and topic identification in recorded conversation, email or chat transcript from a contact center environment  Categorize the data based on the project or studies  Use google sheet, excel, pivot table, vlookup and various tools/functions to analyze the data to check the root cause and prepare meaningful data visualization along with indicating alignment of client KPIs attainment  Evaluate efficiency of QA’s, prepare and analyze reports  Train new QA’s  Improve campaign performance by conducting various study  Predictive behavior map to identify strength and weakness  Host internal calibration session for chat audit  Coach agent to increase customer satisfaction and improve sales closing  Calibrate chats and attain calibration calls  Conduct quality session with new training batch  Evaluate chats to understand agent’s behavior to ensure compliance is followed per client guideline  Design evaluation form various coaching tool  Prepare monthly and weekly report deck and share observation with operation team.