Speech Analytics & Nexidia Platform Specialist

1 нед. назад

United KingdomEuropeHybrid

nexidiaspeech analytics

Specialist role focused on Speech Analytics and Nexidia platform to enhance customer support.

Обязанности

The Speech Analytics & Nexidia Platform Specialist owns the day‑to‑day configuration, optimisation, and governance of the Nexidia speech analytics platform. They design and test evaluation forms, build and maintain speech queries, and ensure the platform delivers accurate, actionable insights for operational, compliance, and customer‑experience improvement. As the senior member of the team, they support the Team Leader with coaching, workflow queries, and capability development.  
What you’ll be getting up to:  
Nexidia Platform Administration  
Configure, maintain, and optimise Nexidia categories, queries, metadata, and ingestion rules.
Conduct regular accuracy checks, tuning cycles, and governance reviews.
Manage user access, permissions, dashboards, and reporting structures.
Troubleshoot platform issues and liaise with Nexidia/IT for fixes and upgrades.
Maintain procedure guides and ensure platform documentation is up to date.
Speech Query Development & Analytics  
Write, test, and refine speech queries to identify behaviours, outcomes, and compliance triggers.
Analyse call data to uncover trends, anomalies, and root causes.
Produce clear, actionable insights for operational teams, compliance, and senior stakeholders.
Support continuous improvement by identifying emerging customer themes and agent behaviours.
Evaluation Form Design & Quality Framework
Design, build, and test QA evaluation forms within Nexidia or associated QA systems.
Partner with QA, Compliance, and Operations to ensure forms measure the right behaviours.
Run UAT cycles, validate scoring logic, and ensure forms are fit for purpose.
Team Senior Responsibilities
Act as day‑to‑day support for the Team Leader, answering workflow queries and guiding junior analysts.
Support onboarding of new team members and deliver training on speech analytics tools.
Represent the team in cross‑functional meetings and projects.
Stakeholder Engagement
Present insights and recommendations to Team Leaders, Managers, and Senior Leadership.
Collaborate with Operations, CX, Compliance, and Digital teams to ensure speech analytics drives measurable improvement.
Translate technical findings into business‑ready
Collaborate with cross-functional teams and partners to resolve and support queries relating to speech analytics.

Другое

🌏 Manchester or Oxford (Hybrid)
💷 Discretionary Company Bonus Scheme  
💖 Our perks  
🌏25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love.
🤒Private Medical - via vitality, with reward schemes paid for you and your family.
🤒Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
👍Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future
🪙Life Assurance - 4 x annual salary - benefit funded by Oodle 
🥝Free breakfast, drinks and fruit in the office – you can help yourself to cereals, fizzy drinks and lots of fruit. 
🤟Employee discounts – discounts you can access anywhere, anytime for all major shops. 
👌1 day volunteer day per year – an opportunity to give back to the community each year.
⭐Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme). 
🤧Paid sick leave – enhanced company sick pay.
👨‍Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.
🚗 Oodle – who are we ? 🚗
Our mission is to empower our customers  by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment – and beyond.
Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road.  -  we finance cars, but more importantly,  we finance people . Since 2016, we’ve supported tens of thousands of customers on their car buying journey
As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.
Technical  
Strong working knowledge of Nexidia speech analytics and/or an alternative speech analytics platform (categories, queries, tuning, configuration).
Experience designing and testing QA evaluation forms.
Ability to analyse large volumes of call data and extract meaningful insights.
Understanding of sentiment, non‑talk time, and disposition codes.
Behavioural  
Confident communicator able to present insights to senior stakeholders.
Strong problem‑solving skills and attention to detail.
Ability to coach and support junior team members.
Comfortable working autonomously and managing multiple priorities.  
Experience with NICE, Verint, CallMiner or other analytics platforms.
Knowledge of contact centre operations, QA frameworks, and customer‑experience
SQL or data‑manipulation skills (desirable but not essential).
👩‍💻 Hiring Process  
☎️Initial screening
🔦 Capability and Technical interview (1 hour) 
💚 Our Values  
Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler’s mind when making business decisions.  
Embrace being human – empathy and diversity make us stronger.
Strive for awesome – it’s awesome when we do better every day.
Everyone’s a builder – we’re in this together and we win as a team.
Bravely honest – we’re honest with ourselves and everyone else.
Think customer – they’re at the heart of everything we do.
To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram .  
Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures. 
We’d love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process, please email careers@.com.
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