Curation Analyst

Description

Job Summary: The Curation Analyst acts as a bridge between technology and business strategy, ensuring accuracy in the software used for call transcription and categorization. Key Highlights: 1. Act as a bridge between technology and business strategy 2. Ensure accuracy of transcription and categorization software 3. Transform information into concrete process improvements We are seeking a Curation Analyst to act as the bridge between technology and business strategy. Your primary responsibility is to ensure that the software used to transcribe and categorize calls operates with precision. The analyst must ensure that the information obtained is relevant and transformed into concrete process improvements. Requirements: At least 18 years of age; Education: Completed undergraduate degree; Reside in Salvador or Lauro de Freitas. **Main Responsibilities:** Transcription Audit: Validate whether the system's transcription accurately reflects reality. Engine Tuning: Refine search rules to improve accuracy (precision). Directed Listening: Listen to specific samples to validate hypotheses derived from data. Business Intelligence and Insights: Analyze root causes to understand reasons behind interactions; assess silent periods in calls to identify operator difficulties with the system or process slowness; anticipate crises or opportunities by detecting keywords appearing atypically across the total call volume. **Desired Competencies** Linguistics and Semantics: Understand language variations, slang, and spoken contexts. Logical Reasoning: Master set logic to create search rules, classify interactions, connect seemingly distant points, identify patterns and anomalies. Process Vision: Understand the customer journey to identify where the flow impacts performance. Data Analysis: Ability to correlate voice data with performance indicators (KPIs) such as TMT, CSAT, and Callback rate. Tools: Proficiency in Speech Analytics platforms Minimum Education: Undergraduate degree * Health Insurance * Dental Insurance * Transportation Allowance * Meal Voucher * Wellhub * Sesc Partnership * University Partnerships