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Data Analyst, Voice Analytics

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 95865
**Department**: AR Contact Centre
**Division**: Australia Retail
**Location**: Melbourne
About Us
About the Role
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: 12 Months
**Role Location**: Melbourne
**Work Hours**: Fulltime (Hybrid)
What will your day look like?
Utilize voice analytics software to analyze and interpret voice data from various sources.
Collaborate on the configuration, tuning, and ongoing optimisation of AI/machine learning models to improve system performance and accuracy
Develop and maintain dashboards and reports to visualize key metrics and trends.
Link voice analytics data with other contact center metrics to provide a comprehensive view of performance.
Collaborate with cross-functional teams to identify business needs and translate them into analytical solutions.
Conduct root cause analysis to identify patterns, anomalies, and opportunities for improvement.
Present findings and recommendations to stakeholders in a clear and concise manner.
Ensure data accuracy and integrity by performing regular data validation and quality checks.
Stay updated with the latest trends and advancements in voice analytics and data analysis techniques.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven experience as a Data Analyst or similar role, with a focus on voice analytics.
Strong analytical and problem-solving skills.
Excellent communication and presentation skills.
Ability to work independently and as part of a team.
Attention to detail and a commitment to data accuracy.
Experience with voice analytics tools and software
Experience with other data analysis tools and software (e.g., SQL, Python, R).
Knowledge of machine learning and natural language processing (NLP) techniques highly valued.
Familiarity with customer experience and call center operations.
Experience working with real-time data platforms or AI-driven customer experience tools.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
25/05/2025, 11.59pm, (Melbourne Australia)