Senior Speech Analyst

Aon sp. z o.o. Senior Speech Analyst A Senior Speech Analyst delivers significant value to contact center operations by leveraging advanced speech analytics tools to extract actionable insights from customer interactions. By analyzing call recordings and transcriptions, they identify trends, recurring issues, and opportunities for process improvement. Their expertise enables them to uncover root causes of customer dissatisfaction, monitor compliance with scripts and regulations, and highlight coaching opportunities for agents. This data-driven approach helps streamline operations, reduce call handling times, and enhance the overall quality of customer service. On a broader business level, a Senior Speech Analyst’s insights inform strategic decision-making and drive continuous improvement. Their work supports the development of targeted training programs, refines customer engagement strategies, and helps align contact center goals with organizational objectives. By translating complex speech data into clear recommendations, they enable leadership to make informed choices that improve customer satisfaction, increase retention, and ultimately contribute to revenue growth and competitive advantage. Our office is situated in Cracow, and we embrace a hybrid working model (50/50). Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world! As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. What the day will look like: Responsible for delivering the following key functions: Develops, prepares and analyzes reports with complex analysis and data for management review, and presents to various levels of management. Works cross-functionally in analyzing, designing, and developing business solutions, and assists with communication with various levels of the business to demonstrate the value of the program. Supports the CX Analytics Leader by providing analytical support for multiple, complex cross-functional projects simultaneously, coordinates with internal and external resources as needed. Assists in improving processes, systems or products to enhance contact center performance. Builds, tests, validates and modifies Speech Analytics queries in accordance with set processes and data governance standards. Conducts new (business) user training on Speech Analytics solution. Works with the CX Analytics Leader to assess requests and inquiries from the business related to Speech Analytics capabilities, reports, dashboards, alerts and projects. Conduct call listening & manual data capture as needed, to support Speech Analytics projects. Skills and experience that will lead to success: Bachelor’s degree or equivalent experience (minimum 5 years of prior relevant experience in an analytical role) 3+ years working in a contact/call center setting (at any level) Demonstrated proficiency working with Speech Analytics technology (Verint, NICE/Nexidia, CallMiner or similar) C1 English level required High level of proficiency in MS Excel (macros, formulas, pivot tables, V-lookups) Excellent knowledge of data structures and proficiency in working with SQL or other business querying tool. Excellent analytical, mathematical and creative problem-solving skills. Ability to manage multiple projects within committed timelines; strong multi-tasking and prioritization skills. Sound communication skills, able to accurately and effectively communicate with peers and leaders in other groups both verbally and in writing. Ability to create and maintain strong working relationships with colleagues and clients. How we support our colleagues In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well. Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email [email protected] Please attach CV in English only! #businesssupport #LI-MK1 #LI-HYBRID 2568664