CX Transformation Consultant - BA

The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer. Job Role & Responsibilities: As a Sr. Analytics consultant the individual contributor will be responsible for the performance of the overall Operations Quality, speech analytics category design and leveraging AI/ML solution to identify conversational AI use cases and optimize contact center interactions across channels and improve end user experience & advocacy of enterprise Clients. 60% - QA Automation, creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc. 20% - Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc. 20% - Creating WBR / MBR slides, Training, collaborating with cross function teams & Attending Client Calls, etc. Ability to understand the organizations business objectives and goals, analyze recorded audio and audio-based data sets for critical insights, provide ongoing speech category design, determine opportunities through analysis of current or future trends, collaborating and synthesizing analyses for the execution of scorecards. Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes. Clearly articulates thoughts and ideas in oral and written presentations. Contributes creative ideas to conduct thorough analysis to estimate risk/reward, assists other users with data analysis as needed and work cross-functionally with various groups internally and externally. Own the end-to-end process, from recognizing the problem to implementing the solution.

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.