Speech and Interaction Analyst

📢Perch Group are searching for a Speech and Interaction Analyst.

Perch Group seeks a Quality Assurance (QA) Speech and Interaction Analyst who will be the subject matter expert (SME) in the implementation and ongoing management of an AI/Automated Quality Assurance solution within a regulated UK financial services (debt collection) environment. The role holder will work closely with the Head of CX, operational stakeholders and a 3rd party supplier to ensure the successful embedding of the new tool, transitioning from project implementation to business-as-usual (BAU). This role is pivotal in driving quality, efficiency, and compliance through innovative technology and process enhancements.

💵£40,000-50,000 + up to 20% of your annual salary, paid as a bonus.

📍This role is based at our Blackpool office. We offer hybrid working options.

You'll make a major contribution by demonstrating…

Accountabilities

• Build, maintain and monitor the interaction analytics platform
• Build speech and text categories
• Owner of governance, build documentation and processes for Speech & Text
• Act as the primary liaison between internal teams and the 3rd party supplier
• Produce regular insights and reports to inform business decisions, facilitate front-line coaching, and enhance customer journeys
• Contribute to governance committees to showcase the analysis to the business
• Run focus groups and collaborate with internal stakeholders and the Change team to drive improvements based on insight
• Monitor process, interaction and behavioural compliance against regulatory objectives and escalate risks where necessary
• Define problem statements, scope analysis approach and source relevant data
• Proactive delivery of actionable insight to help shape and drive tactical and strategic improvements
• Use Service Quality insight to support strategic business case development
• Validate impacts of Service Quality and business improvement interventions
• Monitor and support business change delivery supplying actions insight for improvement results

Measures

• Interaction analytics is embedded and provides meaningful insight to the business
• Interaction queries are used to drive improvement and identify areas of emerging concern
• Recognised as SME’s in Interaction Analytics and are respected contributors to Operational initiatives
• Work closely with the People Managers to understand the needs within the different departments
• Changes to scorecards are completed with complementary data available to aid tracking and reporting
• Activity completed to ensure Interaction queries and programs are working correctly and represent industry best-practice
• Active member of wider Risk and Compliance team
• Regular reporting in place to support governance meetings and forums. Packs are produced on time and metrics highlight performance
• Innovative technology is reviewed and discussed and recommendations made on elements that can support the QA framework

Knowledge and Skills

• Technical Proficiency: Proven experience with AI/Automated QA tools and technologies
• Analytical Skills: Strong ability to analyse and interpret data to inform decisions and improvements
• Project Management: Experience in project implementation within a regulated environment, including stakeholder management and meeting deadlines
• Communication: Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders
• Problem-Solving: Proactive approach to identifying and resolving challenges during implementation and BAU
• Attention to Detail: Ensures accuracy and thoroughness in all aspects of work

You should apply for this role if you have the following experience…

• Previous experience in the UK financial services sector, ideally in debt collection or a similarly regulated environment.
• Demonstrable experience in implementing AI/Automated QA solutions or similar technology projects.
• Proficiency in query building, data analysis tools, and dashboard/reporting software.
• Relevant degree or professional qualification in Business, IT, or related field is desirable.

⌛️The Application Timeline

• A first stage video call with the internal recruitment team (15 minutes)
• A second stage call with the hiring manager (15 minutes)
• A face to face or video call with the hiring manager (45 minutes - 60 minutes)

Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email [email protected].

What’s In It For You

💵 £40,000-50,000 + up to 20% of your annual salary, paid as a bonus.

📍This role is based at our Blackpool office. We offer hybrid working options.

⏰ 37.5 hours per week. We offer flexible working hours between our core hours of 8am- 6pm, Monday to Friday.

🎓 The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.

➕ And many more benefits to support your wellbeing and professional development.

We are an equal opportunities employer

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.