Website:
tp.com
Job details:
Grate opportunity for Interaction Analytics
📊 Experience They’re Looking For
Minimum expectations:
1+ year in interaction analytics
Experience in:
Process improvement or transformation
RCA projects
CSAT analysis/scrubbing
Nice-to-have:
Lean Six Sigma knowledge
Customer journey mapping
🔍 What the Role Is Really About
At its core, this job is about turning customer interaction data into actionable insights. You’d be analyzing things like:
Call recordings
Chat transcripts
Emails & reviews
…and then using analytics tools to identify patterns, customer pain points, and improvement opportunities.
🧠 Key Responsibilities (Simplified)
Instead of the formal wording, here’s what you’d actually be doing day-to-day:
Analyze conversations → Find trends, recurring issues, customer sentiment
Build categories & scoring models → Define keywords/phrases that track behaviors
Improve QA automation → Reduce manual effort and false positives
Generate insights → Translate data into business recommendations
Create reports & presentations → Communicate findings clearly to stakeholders
Work cross-functionally → Collaborate with operations, QA, clients
Drive process improvements → Use frameworks like Lean / Six Sigma
🧰 Tools & Skills That Matter Most
Must-have tools:
CallMiner / Nexidia / Verint / Observe.ai (at least one)
Excel (advanced) – data handling, pivot tables, dashboards
PowerPoint – storytelling with data, strong visualizations
Core skills:
Root Cause Analysis (RCA)
Pattern recognition
Attention to detail
Stakeholder communication
⚙️ Work Environment
📍 Location: Gurgaon
🕒 Shift: UK shift (expect late hours in India)
📈 Level: Analyst / Senior Analyst
⏱ Full-time
🧩 Who This Role Fits Best
This role suits someone who:
Enjoys digging into data and finding “why” behind problems
Can translate data into business language
Is comfortable with tools + storytelling
Likes structured problem-solving (process improvement mindset)
🚩 Reality Check
A couple of things to be aware of:
It’s tool-heavy—if you haven’t used speech analytics platforms, you’ll struggle initially
UK shift can impact work-life balance
Stakeholder communication is critical—this is not a “silent analyst” role
🎯 If You’re Applying
Focus your resume/interview on:
Specific analytics tools used
Examples of insights you generated
Measurable impact (e.g., “improved CSAT by 8%”)
Interested candidate please share you resume-Barkha.Pandey@teleperformance.com
Contact No- 8009942815
Click on Apply to know more.