Collaborated with stakeholders to understand business requirements and translate them into effective data models and visualization solutions.• Create customer journey flows and write detailed functional requirements and userstories for product management and roadmap.• Review and suggest changes in UX designs with the design team as per the client'sexpectations.• Collaborate with the development team to facilitate and organize daily scrum meetings, sprint planning, backlog grooming, and sprint releases.• Conducted requirement gathering meetings and communicated development risks,timelines, and dependencies to clients, by conducting weekly or daily status calls.• Developed interactive dashboards and reports using Power BI and Excel, ensuringaccuracy, clarity, and user-friendliness.• Visualized complex data patterns, trends, and KPIs to facilitate decision-making and provide valuable insights to business stakeholders.• Proactively monitored data quality, troubleshooted issues, and ensured accuracy andconsistency of reporting outputs.• Developed and maintained Power BI dashboards to visualize key performance indicators (KPIs), trends, and metrics relevant to various business units and stakeholders.• Designed and implemented data transformation processes (ETL) to extract, clean, andload data from various sources.• Created visually appealing presentations and executive-level reports, highlighting keyfindings,fftrends,ffandffactionableffrecommendationsffforffbothfftechnicalffandffnontechnical audiences.• Conducted in-depth data analysis to identify patterns, trends, and anomalies, providing valuable insights to inform business decisions.• Collaborated with cross-functional teams to gather requirements, understandbusiness objectives, and translate them into actionable insights and reportingsolutions.

* Delivering speech analytics for client projects, and supporting broader development of speech analytics capabilities* Perform analysis of customer conversations/interactions utilizing an advanced speech analytics solution.* Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment. o* Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.* Identify trends in customer interactions and present opportunities for improvement to operating efficiencies, customer experience quality, and process improvement.* Make recommendations and define data strategies that solve critical business problems.* Create project charters and analysis findings to ensure alignment with operational leadership and organizational goals.* Collaborate & communicate effectively with internal compliance manager, as well as business executives and stakeholders.* Manage the categorization and tagging of keywords and phrases within Call Miner to support calibration activities and consistent reporting.* Collaborate with the Quality Monitoring team to implement and manage quality scorecards.