Speech Analytics Platform Analyst

Overview

In this role you will build and optimize the speech analytics platform to turn customer conversations into actionable business insights. You will collaborate across data, reporting, QA, operations and risk to improve customer outcomes, compliance and performance. You’ll transform language patterns into clear outputs and coaching frameworks, while ensuring governance and data integrity. This is a hands-on role that shapes how conversational data drives decision-making and quality improvement at Vitality.

Pay / Benefits

• Bonus schemes
• Pension matching up to 6% (up to 12%)
• Vitality health insurance
• Life assurance

Responsibilities

• Build and maintain scorecards, processes and category structures in the conversation intelligence platform to measure agent behaviours, customer experience and compliance
• Extract, transform and analyse conversational data using Power BI, Excel and SQL for accurate, structured insight
• Develop and maintain dashboards providing clear commentary and actionable recommendations to stakeholders across QA, Operations and Risk
• Apply conversational design to identify language and behaviours affecting customer experience, escalation and resolution quality
• Translate behavioural insights into practical coaching frameworks in collaboration with QA, Knowledge and operations
• Support development of QA scoring models and automation across voice, chat and messaging
• Provide training and guidance to analysts, managers and agents for effective use of conversation intelligence platforms
• Identify platform improvements and test/release new functionality to boost accuracy, efficiency and UX
• Apply governance and GDPR requirements across platform configuration, data analysis, reporting and insight delivery
• Maintain documentation covering platform logic, reporting structures and data models for transparency and continuous improvement

Key requirements

• Advanced Power BI skills with dashboard development and maintenance
• Advanced Excel skills (data transformation, lookups, pivot tables)
• SQL knowledge for data extraction and analysis
• Confidence with APIs to access, transfer and automate data
• Strong analytical skills to turn data into actionable insight
• Understanding of how language influences customer behaviour, outcomes and compliance
• Ability to work independently, manage multiple tasks and own deliverables
• Clear communication and ability to present insights to technical and non-technical audiences
• Collaborative approach with stakeholders across business areas
• Curiosity with sound judgment to challenge processes and drive improvements
• Clear communication
• Collaborative mindset
• Curiosity
• Power BI
• Excel
• SQL

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