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Text Analytics - Consumer Insights Analyst

2.00 to 7.00 Years   Mumbai City   22 Jul, 2021
Capita India Pvt Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

Role Objective:Frontline text analytics resource conducting analysis and provide customer insights which will help benefit end customer and businessRoles & Responsibilities:

  • Monitor and analyze customer interactions (chats, e-mails & social media posts) across various LOBs with the use of Text Analytics tools
  • Sentiment & emotions analysis for customer interactions
  • Root cause analysis to identify opportunities to improve customer experience
  • Carry out Secondary research on current market trends and how the client can replicate/ enhance those practices
  • Provide actionable insights to various internal support groups as needed through data reports and analysis
  • Provide insights basis the analysis for improvement in processes & policies
  • Ensure root cause analysis with desired actions is proposed to clients and senior management
  • Task oriented, carry out activities clearly defined within a job/role description. Is responsible for their individual performance targets and contribution to team performance targets
  • Website Traffic analysis, Conversion Funnel Analysis
  • Identify opportunities to increase scale & competency within the handled domain
  • Be able to connect data analysis with business requirement to achieve efficiency
  • Be able to automate categorisation of customer interactions though python coding which can be used for enhancing business
Candidate Skillsets:
  • Must haves: At least 4 years of work experience in Analytics, with 2 years or more in Text Analytics.
  • Experience of working with Python models and management of data tables for 2 years or more.
    • Excellent powerpoint skills
    • Advanced excel with VBA, excel formulas and pivots
    • Proficient with Python
    • Exposure to working with Omniture (Good to have) or any other web analysis tool
    • Power BI (Good to have)
    • Data Analysis and basic experience with statistical concepts
    • Prior stakeholder management (atleast 1-2 years)
    • Ability to think and build a story
    • Ability to work on multiple tasks within tight timelines

Keyskills :
business relationsanalysissentiment analysisbusiness servicesword sense disambiguationexit strategiessemanticssemantic searchbusinesstext analyticsanalyticsidentity theft shieldlanguage technologysemantic analysistext classificationconducti

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