Interaction Analyst (Voice Analytic)

Bizcuit is surfing on the marketing technology wave and we are growing rapidly to serve the demand of business in Thailand and around the world. With such an ambitious mission, Bizcuit possesses a unique workplace environment that welcomes bright minds to learn, develop, and exhibit professional capabilities up to the speed of today’s ever changing pace of business and technology.

At Bizcuit, we are tackling one of the most important aspects of data analytic, analysis of unstructured data: text, voices, and image; accounting for more than 70% of all business data available. It is our mission to explore and make use of these data to the fullest. Bizcuit utilizes our proprietary technologies to aid in unstructured data analytic, specifically in terms of machine learning. However, it is crucial that we have a capable team to guide and take control of machine-aided technology. 

Job Description

• You will be operating the ‘Search Engine of Voice’ a machine-driven analytic tool that allows you to search through conversations for specific dialogue or phrases.
• Identify insightful business context from recorded voices.
• Detection of specific events via conversation and dialogue cue.
• Investigate ‘keyword’ or ‘keyphrase’ that pinpoint intentions of customers. For example, for every text that contain ‘ทำไมยุ่งยากจัง’ indicates negative sentiment, or that ‘ที่โทรมาก่อนหน้านี้’ indicate repeated call.
• Fine-tune accuracy of the platform using a machine-learning approach as well as revising the keyword and key phrase for better analysis results.
• Establish performance indicator metrics which can be use to indicate contact center performance.
• Set up and analyze the conversion funnel of interaction to identify the problem and opportunity in order to craft an actionable plan.
• Analyze data in both quantitative and qualitative manner to gain business insight.
• Summarize analysis into a presentation which will be made to client.
• Manage and ensure customer experience via use of predetermined conversation script flow.
• Benchmark effectiveness of different conversation scripts, whereby the best performing one can be used as best-practice.
• Generate conversation scripts which drive business results to specific target audiences.

Qualification

• Work experience relating business analytic, qualitative research, consumer behavior, or customer experience.
• Possess strong interest in understanding customer behavior via voice, as we are going to interpret their conversation.
• Preferably possess an understanding in term of linguistic. Understand human’s use of word under different circumstances is an important aspect of this task.
• Since most of the tasks are done on an analytic platform, a moderate technology background is required. The analytic platform operates on on simple programming syntax (on similar level to Excel function). Much of the analysis would also be done on spreadsheet software ;as such an ability to do basic data analysis such as pivot tables, data lookup, data aggregation is also required. Simple IT knowledge such as file zipping, remote access, basic network knowledge is appreciated.
• A strong presentation skill is preferable, as we mostly deal with management-level executives, among several operation-level teams. Fluency in presentation software such as Microsoft PowerPoint or Google Slides is preferred.
• Comfortable in working with English language, as we will work with international colleagues. 
• Fresh graduate are welcome