Digital Consultant

Job Overview
This successful candidate will be dedicated to a key specific business unit. As an Interaction Analytics Analyst, you will have the opportunity to lead the client with transformation and innovation strategies to improve their business, whilst delivering exceptional customer insights and experiences. It is important that you have an appetite for analysis of data and problem-solving which can be used to drive significant transformation to our clients.
Key Performance Areas (but not limited to)

Understand the project's objectives and analyze recorded audio, chat transcripts, emails, customer reviews, etc. for critical insights.
Derive business intelligence, patterns, and trends from the interactions, using the interaction analytics tool and build associated categories.
Create well-designed and clear presentations, communicating the findings with accurate, quality analysis and reports/visualizations within specified timelines.
Collaborate & communicate effectively with internal/external stakeholders.
Contribute to the business value knowledge base and accurate support hand-offs.
Utilize known knowledge of concepts and methodologies such as LEAN, Six Sigma, Customer journey mapping, etc. to derive quality analysis.
Analytical mindset with an eye for detail.
Excellent communication skills (both written & spoken).

Competencies & Skills Required

Ability to collaborate and communicate clearly (conveys regular updates, developments, timelines, challenges, and risks) with internal/external stakeholders.
Should be able to prioritize objectives and initiate projects in response to business needs outlined either internally, customer or client-based.
Utilize best practice programming methodologies.
Adaptable and flexible in the fast-paced environment.
Strong analytical and problem-solving skills.
Strong focus on continuous self-knowledge upgrade and high learning agility.
Good verbal and written communication.

Qualifications and Experience

QA background (Essential).
MI background (Essential).
Must have positive attendance within the last 12 months (Essential).
Matric Equivalent.
MI Jump (Advantage).
Must be able to work on Excel (Advantage).

Job Types: Full-time, Permanent
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