M&S; Bank – Quality Monitoring TeamHybrid WorkingGCB 7DescriptionAutomatic Quality Monitoring (AQM) is a tool that has the capability to listen to every interaction, transcribe the conversation and ultimately ‘Quality Monitor’ that interaction based upon a set of rules which are set to ensure that the right interaction is being monitored fairly.AQM gives M&S; Contact Centres the opportunity to review a larger volume of interactions, allowing for better insights into trends we are potentially not seeing with the limited number of interactions assessed by Team Leaders/Quality Analysts – resulting in significant opportunities to add sparkle and drive improved customer experience.The AQM Analyst will work closely with the frontline operational areas. You will need to understand the business objectives/risks identified, the issues resulting from the risk raised and have a clear outcome/solution using AQM (Automated Quality Monitoring)
and Speech Analytics.What you’ll be doingRequirements Gathering - understand business objectives for need to require AQMLanguage/data validation using Speech Analytics to identify language/terms used in calls to determine/refine rules based what is actually said vs what we think is saidAccuracy testing – test the accuracy of each ruleApplication configuration – create forms in Form Designer with necessary rules (Applicability and Answer rules)Build KPI’s and Source Measures to produce KPIs within Verint ACTPilot – using a pilot group to test rules/gather feedback and enhance rules if required via Phonetic boosting//vocabulary enhancementRoll out to Contact CentreIdentify themes/call processes requiring further reviews in terms of colleague/ customer impact (eg scripts, processes and procedures)Work with teams across the business to drive and support change initiatives to make things easier for our customers and colleaguesYour skills and experience should include:Analysing data and making recommendations for colleague and customer experience d