Your Impact as a Speech Analyst A Speech Analyst supports contact center operations by using speech analytics technology to review and interpret customer calls. They listen to call recordings, analyze transcripts, and identify patterns related to customer concerns, agent performance, and compliance with company policies. By flagging common issues and areas where agents may need additional support or training, they help improve call quality and operational efficiency within the contact center. At the business level, a Speech Analyst contributes valuable insights that help shape service strategies and customer experience initiatives. Their findings can inform updates to scripts, influence process changes, and guide training programs to address recurring issues. By providing clear, data-driven feedback to both managers and frontline staff, Speech Analysts help drive improvements that lead to higher customer satisfaction and support the company’s overall goals for growth and service excellence. Job Responsibilities Responsible for executing the following key functions: + Conceptualize, plan, and drive speech analytics reports across captive and partner sites + Timely distribution of weekly reporting to business managers and leaders + Monitor & audit the deployed reports for effectiveness & efficiency + Designing, developing, and maintaining basic Nexidia reports for ABS GSS + Participation in call-listening efforts for query validation and refinement + Build and maintain report/query reference libraries + Interacting with clients to understand key business priorities and opportunity identification + Ability to handle large data sets, data merges/joins, and queries + Continuous improvement mindset with a focus on automation wherever possible + Ensure the use of problem solving and root cause analysis where necessary + Identify process gaps, trends, and visualization + Partner with in-house analytics team, IT team, and Speech Analytics vendor to understand business problems, facilitate troubleshooting, and manage task execution as planned You Bring Knowledge and Expertise Required Experience: + 2+ years of experience in a contact/call center environment (any level) + 3+ years of experience in analytical role + 1+ years of experience with Speech Analytics technology (Verint, NICE/Nexidia, CallMiner or other) + Proficiency in MS Excel (macros, formulas, pivot tables, V-lookups) + Knowledge of data structures and proficiency in working with SQL or other business querying tool + Excellent written and verbal communication skills, as well as business presentation skills. + Ability to plan, organize, and prioritize workload + Strong analytic and evaluative skills + Ability to create and maintain strong working relationships with colleagues and clients. Education: + Bachelor’s degree or equivalent years of industry experience. We offer you A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Our Colleague Experience: From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience (http://www.aon.com/about-aon/careers/meet-your-future-team.jsp) . About Aon: Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. To learn more visit aon.com. 2568194 Your Impact as a Speech Analyst A Speech Analyst supports contact center operations by using speech analytics technology to review and interpret customer calls. They listen to call recordings, analyze transcripts, and identify patterns related to customer concerns, agent performance, and compliance with company policies. By flagging common issues and areas where agents may need additional support or training, they help improve call quality and operational efficiency within the contact center. At the business level, a Speech Analyst contributes valuable insights that help shape service strategies and customer experience initiatives. Their findings can inform updates to scripts, influence process changes, and guide training programs to address recurring issues. By providing clear, data-driven feedback to both managers and frontline staff, Speech Analysts help drive improvements that lead to higher customer satisfaction and support the company’s overall goals for growth and service excellence. Job Responsibilities Responsible for executing the following key functions: + Conceptualize, plan, and drive speech analytics reports across captive and partner sites + Timely distribution of weekly reporting to business managers and leaders + Monitor & audit the deployed reports for effectiveness & efficiency + Designing, developing, and maintaining basic Nexidia reports for ABS GSS + Participation in call-listening efforts for query validation and refinement + Build and maintain report/query reference libraries + Interacting with clients to understand key business priorities and opportunity identification + Ability to handle large data sets, data merges/joins, and queries + Continuous improvement mindset with a focus on automation wherever possible + Ensure the use of problem solving and root cause analysis where necessary + Identify process gaps, trends, and visualization + Partner with in-house analytics team, IT team, and Speech Analytics vendor to understand business problems, facilitate troubleshooting, and manage task execution as planned You Bring Knowledge and Expertise Required Experience: + 2+ years of experience in a contact/call center environment (any level) + 3+ years of experience in analytical role + 1+ years of experience with Speech Analytics technology (Verint, NICE/Nexidia, CallMiner or other) + Proficiency in MS Excel (macros, formulas, pivot tables, V-lookups) + Knowledge of data structures and proficiency in working with SQL or other business querying tool + Excellent written and verbal communication skills, as well as business presentation skills. + Ability to plan, organize, and prioritize workload + Strong analytic and evaluative skills + Ability to create and maintain strong working relationships with colleagues and clients. Education: + Bachelor’s degree or equivalent years of industry experience. We offer you A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Our Colleague Experience: From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience (http://www.aon.com/about-aon/careers/meet-your-future-team.jsp) . About Aon: Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. To learn more visit aon.com.