Speech Analytics Intern – Duke Power Careers

Job Description:

The Speech Analytics Analyst Intern will work with assignment supervisors on a portfolio of customer engagement solutions that help Piedmont Natural Gas enrich customer interactions, improve business processes, and optimize our workforce’s to enhance customer loyalty. Under the guidance of Piedmont Natural Gas experts, the intern will work within the text analysis systems, quality assurance, and voice of the customer data captured in call recordings and transcripts. They will deliver analytics and insights around the effectiveness/ efficiency of the customer care specialists and customer service processes, make recommendations based on analytical findings, and partner with leadership and support on key initiatives as assigned. They will be required to successfully contribute to achieving company goals and department objectives and engage with cross functional employees and management as needed. Through successful completion of the assignment, the Intern will gain insights into practical applications of analytics principles and techniques in a customer service environment.

Job Responsibilities:

• Creating standard and generate ad-hoc reports utilized in the decision making process within the call center environment.
• Working with many sets of data (Verint, S2K, Desktop Analytics, Cisco, ECHO) and suggest ways and methods of improving the efficiency of call center operations as well improvements in customers’ experience
• Assessment of data and generation of related hypotheses and recommendations.
• Identification of patterns and exploring probable rationale for the occurrences of anomalies.
• Communications to call center leadership explaining key aspects of center performance and deviations from expected results

Job Requirements:

• Minimum, cumulative GPA of 2.75
• Enrolled in an Analytics-related, IT, Data Analytics, or Marketing Technology related major, such as Computer Science, Data Engineering, or Data Science and having completed at least one year in the program.
• Two or fewer years of full time IT or data related work experience

Qualification & Experience:

• Leadership potential or skills displayed through extracurricular activities (e.g., intramurals, boy/girl scouts, clubs and organizations)
• Ability to excel in a variety of roles
• Professional and effective written and verbal communication skills
• Ability to work collaboratively in a team setting
• Community service, volunteer experience
• Self-driven, motivated, and proactive

Job Details:

Company: Duke Energy

Vacancy Type:  Full Time

Job Location: Charlotte, NC, US

Application Deadline: N/A

Apply Here

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