Job Summary
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
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 new business implementations and platform enhancements.
Skill Requirements
Required Skills:
- Technical Skills: NICE Nexidia Speech Analytics, Speech category development, Query building, Speech-to-text 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, Cross-functional collaboration
Required Qualifications:
- Bachelor’s or Master’s 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 are 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