£30,000 - £34,000 per annum dependent on experienceSpeech Analyst (Call Miner)Salary £30,000 - 34,000, dependent on experiencePermanentLondon HybridOur Speech Analysts, play an important role in providing exceptional experiences every day to our valued customers.Why are our customers calling us? Are we dealing with customer calls effectively? How we can improve our processes and product offerings in the future? – These are all questions that your analysis will provide answers to. The analysis undertaken will provide support and new opportunities in strategic programmes across the Saga Group in this dynamic and varied role.Working in a direct team of 3 you will be supporting our Insurance contact centre with insight, trends and analysis. This will help provide support and new opportunities in strategic programmes across our Insurance business.We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone roughly once a month, allowing us to collaborate and share success as a business.Role ResponsibilityAs one of our Speech Analysts, you will be accountable for the following areas; • Working closely with the business stakeholders to understand business needs and interpret them into meaningful pieces of analysis.• Proactively identify opportunities for improvements through data analysis within the speech platform.• Creation and maintenance of categories to support analysis or tracking.• Turning large data sets into actionable insight.• Creation of dashboards and insight packs where appropriate.• Governance and controls in relation to the speech platform.• Peer to peer supporting and mentoring The Ideal CandidateWhilst experience working as a Speech Analyst is desirable, we would be open to considering candidates with an analytical background in a operational environment.Experience within insurance or financial services, would be of advantage.Other skills and experience required includes:• Ability to succinctly summarise large data sets• Strong communication and stakeholder management• Attention to detail and analytical• Able to provide insight and tell stories through data• Competent use of SQLSaga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us SpecialPackage DescriptionAt Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues. BENEFITS AVAILABLE TO ALL COLLEAGUES: 25 days holiday + bank holidaysOption to purchase additional leave - 5 extra daysPension scheme matched up to 10%Company performance related annual bonus - Up to 5%Life assurance policy on joining us, 4 x salaryWellbeing programmeColleague discounts including family discounts on cruises, holidays and insuranceRange of reductions and offers from leading retailers, travel groups and entertainment companiesEnhanced maternity and paternity leaveGrandparents leaveIncome protectionAccess to Saga Academy, our bespoke learning platformAbout the CompanyOver the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.Job Reference: saga/TP/56250/3399