Speech Analyst

Speech Analyst

Royal Caribbean Group’s Contact Center Analytics Team has an exciting career opportunity for a full time Speech Analyst.

• This role should be able to generate data products such as custom queries and dashboards.
• This role understands data analytics techniques and statistical analysis/caveats of data.
• This role can translate business problems into data/technical solutions.
• Ability to read and write complex SQL queries
• Ability to build dashboards and reports
• Ability to analyze complex data to deduce insights.
• High proficiency in reading and writing in English.
• Ability to analyze natural language.
• How to query and work with unstructured data.
• Knowledge of speech analytics systems and tools for complex analysis and data generation/deduction.
• Data storytelling.

• Analyze structured and unstructured data to guide business strategies.
• Build reporting and analytical tools to allow non-technical users to self-service requests.
• Build automated monitoring and alerts on top of analytical reports to identify issues.
• Suggest features, technologies and process changes to reach business goals based on data.
• Create and present findings to technical and non-technical audiences.
• Perform cost/benefit and ROI analysis to determine prioritization.
• Analysis of AI technology to determine performance, impact and shortcomings.

• 3+ years of SQL in a professional setting.
• 3+ years analyzing both structured and unstructured data.
• 3+ years working with natural language data in English.
• 3+ years building analytics reports.
• 3+ years communicating data and results to non-technical audiences.
• Experience with big data preferred.
• Experience analyzing conversational IVR and Agent assist technologies preferred.
• Experience analyzing Generative AI and LLM systems preferred.
• Power Bi experience required.