Speech Analytics Platform Analyst

About

The Role Team – Resource Plannning Working Pattern - Hybrid – 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, 35 hours per week. We are happy to discuss flexible working!

Top 3 skills needed for this role Advanced Data Analysis Proven Platform Configuration Strong Stakeholder Communication What this role is all about

We’re looking for a Speech Analytics Platform Analyst to build, maintain and optimise the systems that turn customer conversations into measurable business insight. Working across speech analytics, data and reporting, the role will translate complex language patterns into clear outputs that improve customer outcomes, regulatory compliance, coaching and operational performance.

Key Actions Build and maintain scorecards, processes and category structures within the conversation intelligence platform to measure agent behaviours, customer experience and compliance

Extract, transform and analyse conversational data using Power BI, Excel and SQL, ensuring insight is accurate, accessible and structured for wider business use Develop and maintain dashboards that provide stakeholders across Quality Assurance, Operations and Risk with clear commentary and actionable recommendations

Apply conversational design principles to identify the language and behaviours that influence customer experience, escalation, vulnerability and resolution quality

Translate behavioural insight into practical coaching frameworks and performance conversations in collaboration with Quality Assurance, Knowledge and operational teams

Support the development of Quality Assurance scoring models and automation features across voice, chat and messaging channels

Provide training and practical guidance that enables analysts, managers and agents to use conversation intelligence platforms effectively

Identify platform improvements and support the testing and release of new functionality to improve accuracy, efficiency and user experience

Apply governance and GDPR requirements across platform configuration, data analysis, reporting and insight delivery

Maintain clear documentation covering platform logic, reporting structures and data models to support transparency, troubleshooting and continuous improvement

What do you need to thrive?

Advanced Power BI skills, with experience building and maintaining dashboards

Advanced Excel skills, including data transformation, lookup functions and pivot tables

Working knowledge of SQL for data extraction and analysis

Confidence using or learning APIs to access, transfer and automate data Strong analytical skills with the ability to identify patterns and turn data into clear, actionable insight

An understanding of how language can influence customer behaviour, outcomes and regulatory compliance

The ability to work independently, manage competing tasks and take ownership of deliverables

Clear communication skills and confidence presenting insight to technical and non-technical audiencesA collaborative approach to working with stakeholders across different business areas

Curiosity and sound judgement when challenging existing processes and recommending improvements
So, what’s in it for you?

Bonus Schemes – A bonus that regularly rewards you for your performanceA pension of up to 12%– We will match your contributions up to 6% of your salary

Our award-winning Vitality health insurance – With its own set of rewards and benefits

Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:

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