FULLTIME

Nexidia Analyst

HCLTech

16 days ago

Nexidia Analyst

HCLTech

Data Science / Analytics

FULLTIME

150000 - 250000

7 - 9 Years noida

The NEXIDIA Analyst is responsible for configuring, managing, and analyzing customer interaction data using the NICE Nexidia Speech Analytics platform. The role focuses on transforming voice and text conversations into actionable business insights that improve customer experience, compliance, quality assurance, sales effectiveness, operational efficiency, and agent performance.

The analyst works closely with Operations, QA, Business, Compliance, IT, and Leadership teams to develop categories, dashboards, reports, and recommendations

Key Responsibilities Platform Administration

Configure and maintain NICE Nexidia Speech Analytics.

Create and optimize search queries, categories, keyword libraries, and scoring models.

Monitor platform performance and data quality.

Troubleshoot categorization and transcription issues.

Speech Analytics Development

Design speech categories based on business requirements.

Develop phonetic and text-based searches.

Fine-tune keyword logic to reduce false positives and improve accuracy.

Validate category performance through call listening.

Data Analysis

Analyze Customer Interactions To Identify Customer pain points

Root causes

Call drivers

Compliance violations

Sales opportunities

Customer sentiment

Agent behaviors

Perform trend and variance analysis.

Conduct root cause investigations.





Reporting & Dashboarding

Build Dashboards Using Power BI

Excel

Tableau

Nexidia Reporting

Generate Executive reports

Weekly/monthly operational reports

KPI dashboards

Business reviews

Business Partnership

Gather business requirements.

Translate operational problems into analytics solutions.

Present insights to stakeholders.

Recommend process improvements based on findings.

Continuous Improvement

Identify automation opportunities.

Improve speech categories.

Maintain documentation and governance.

Support recent business implementations and platform enhancements.

Professional Skills

- SQL
- Python
- Power BI
- Tableau
- ETL

Share Job Job Overview

Job TitleNexidia Analyst

Job TypeFULLTIME

CategoryData Science / Analytics

Experience7 - 9 Years

DegreeMaster

Offered Salary150000 - 250000

Locationnoida noida

Open Maps

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