Job Title NEXIDIA Analyst Offshore Location India Noida Chennai Vijayawada Employment Type FullTime Experience Level 79 Years Job Summary 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 textbased searches Finetune 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 current business implementations and platform enhancements Required Skills Technical Skills NICE Nexidia Speech Analytics Speech category development Query building Speechtotext analytics Keyword tuning Call transcription validation Data visualization Root Cause Analysis Dashboard development Evaluation Form Template development Automated QA scoring using NEXIDIA capabilities QA Reporting Domain Knowledge Contact Center Operations Quality Assurance Customer Experience CX Voice of Customer VoC Compliance Monitoring Sales Analytics Banking Healthcare Telecom Insurance processes preferred Soft Skills Analytical thinking Problem solving Attention to detail Communication and presentation Stakeholder management Documentation Time management Crossfunctional collaboration Required Qualifications Bachelors or masters degree in information systems Healthcare Informatics Business Analytics or related field Overall 9 years of experience in Contact Center Analytics Minimum 5 years of experience in Speech Analytics Experience with NICE Nexidia or other speech analytics platforms such as Verint or CallMiner Experience with BI tools is desirable Key Performance Indicators KPIs Category accuracy Speech query precision and recall False positive reduction Report turnaround time Dashboard utilization Compliance detection rate Business value delivered Customer experience improvements Cost savings through analytics