Job Title: NEXIDIA Analyst (Offshore)
Location: India (Noida, Chennai, Vijayawada)
Employment Type: Full time
Experience Level: 7-9 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 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 opportunitie
📌 Nexidia Analyst (Noida)
🏢 HCLTech
📍 Noida