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Customer Service

Speech Analytics Business Analyst

Seattle, Washington
Requisition ID: 372103
At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history. Amazon is seeking to hire a Speech Analytics Business Analyst to join the Amazon Speech Analytics team. This position will be instrumental in supporting our operation partners to drive operational excellence across our Customer Service network and partner with Amazon teams to positively impact customer experience. In this role you will analyze large amounts of data, discover and solve real world problems; and build metrics, business cases, and standard reports around key Customer Service initiatives.

The successful candidate will be highly self-directed, possess superior analytical skills, exhibit a strong attention to detail, be able to multi-task and react with appropriate levels of urgency to situations and events that require quick response or turnaround; demonstrating the ability to deliver results in a fast paced, ambiguous environment.

Speech Analytics technology is used to provide deeper insight into the voice of the customer, agent performance, and operational efficiency. The Speech Analytics Business Analyst will leverage this technology to support site operations and continuous improvement through the development and maintenance of ongoing reports, ad hoc data retrieval, and analysis of business processes.
The successful candidate will:
  • Create Speech Analytics language content for requested insights.
· Design and implement reporting solutions enabling stakeholders to manage the business and make effective decisions.
  • Monitoring existing metrics, developing and proposing new metrics, and working across the CS organization to make actionable intelligence available to business stakeholders.
  • Developing requirements and specifications with business and development teams.
  • Analyzing, diagnosing, and recommending required changes to optimize the work from home experience for customers and employees
  • Work with management teams across all functional areas within Amazon Customer Service network to create automated and/or ad-hoc reporting.
  • Validate the data quality of a variety of data sources and ensure they will support the analysis requirements.
  • Utilize SQL and SAS to manipulate the data into the necessary structure. This includes outlier analysis, data linking, missing variable treatment, and data exploration
  • Analyze recorded audio and audio-based data sets for critical insights, patterns, and trends in order to develop and communicate ROI opportunities to the management team.
  • Work with cross functional groups to combine Speech Analytics finding with other data sources and complete a full root-cause-analysis
Basic Qualifications:
  • Bachelor's degree required (majors in Business, Engineering, Statistics, Computer Science, Mathematics or related field strongly preferred)
  • 3+ years of relevant experience in data analysis, report building, research or similar work
  • 2+ years demonstrated expert knowledge with Excel, Access, SQL, other scripting languages
  • Experience leading small to medium sized projects involving complex data sets and high variability
  • 2+ years knowledge and direct experience using speech analytics technology to build categories, construct queries, and build reports

Preferred Qualifications
  • MBA or Advanced Degree
  • Strong organizational and multitasking skills with ability to balance competing priorities.
  • A sincere passion and obsession for customers
  • Exceptional written and oral communication skills, including an ability to communicate across business areas
  • Working knowledge of LEAN and SIX SIGMA methodologies and familiarity with Oracle business intelligence tools is a plus
  • Contact Center experience preferred

Amazon is an Equal Opportunity-Affirmative Action Employer- Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation

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