Speech Analytics & Nexidia Platform Specialist

Speech Analytics & Nexidia Platform Specialist

Manchester or Oxford (Hybrid)

Discretionary Company Bonus Scheme

Our perks

• 25 days holiday (rising to 28 after 3 years service) plus bank holidays to take time to recharge and do something you love.
• Private Medical - via vitality with reward schemes paid for you and your family.
• Health cash plan - via Simply Health for employees and children claiming money back for dental optical etc
• Pension Oodle will contribute 5% of your salary into your pension pot to help you save for the future
• Life Assurance - 4 x annual salary - benefit funded by Oodle
• Free breakfast drinks and fruit in the office you can help yourself to cereals fizzy drinks and lots of fruit.
• Employee discounts discounts you can access anywhere anytime for all major shops.
• 1 day volunteer day per year an opportunity to give back to the community each year.
• Mental health care 6 free counselling sessions via our EAP (Employee Assistance Programme).
• Paid sick leave enhanced company sick pay.
• Enhanced family leave we provide enhanced family leave for primary and secondary caregivers.

Oodle who are we

Our mission is to empower our customersby delivering simple experiences straightforward lending products and compassionate support from application to final payment and beyond.

Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road.-we finance cars but more importantlywe finance people. Since 2016 weve supported tens of thousands of customers on their car buying journey

As an employer your career is important to us. Were committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth providing opportunities for learning development and career progression.

The Role

The Speech Analytics & Nexidia Platform Specialist owns thedaytodayconfiguration optimisation and governance of the Nexidia speech analytics platform. They design and test evaluation forms build andmaintainspeech queries and ensure the platform deliversaccurate actionable insights for operational compliance andcustomerexperienceimprovement. As the senior member of the team they support the Team Leader with coaching workflow queries and capability development.

What youll be getting up to:

Nexidia Platform Administration

• Configuremaintain and optimise Nexidia categories queries metadata and ingestion rules.
• Conduct regular accuracy checks tuning cycles and governance reviews.
• Manage user access permissions dashboards and reporting structures.
• Troubleshoot platform issues and liaise with Nexidia/IT for fixes and upgrades.
• Maintainprocedure guides and ensure platform documentation is up to date.

Speech Query Development & Analytics

• Write test and refine speech queries toidentifybehaviours outcomes and compliance triggers.
• Analyse call data to uncover trends anomalies and root causes.
• Produce clear actionable insights for operational teams compliance and senior stakeholders.
• Support continuous improvement byidentifyingemerging customer themes and agent behaviours.

Evaluation Form Design & Quality Framework

• Design build and test QA evaluation forms within Nexidia or associated QA systems.
• Partner with QA Compliance and Operations to ensure forms measure the right behaviours.
• Run UAT cyclesvalidatescoring logic and ensure forms are fit for purpose.

Team Senior Responsibilities

• Act asdaytodaysupport for the Team Leader answering workflow queries and guiding junior analysts.
• Support onboarding of new team members and deliver training on speech analytics tools.
• Represent the team incrossfunctionalmeetings and projects.

Stakeholder Engagement

• Present insights and recommendations to Team Leaders Managers and Senior Leadership.
• Collaborate with Operations CX Compliance and Digital teams to ensure speech analytics drives measurable improvement.
• Translate technical findings intobusinessready
• Collaborate with cross-functional teams and partners to resolve and support queries relating to speech analytics.

Skills & Experience Required

Technical

• Strong working knowledge of Nexidia speech analytics and/or an alternative speech analytics platform (categories queries tuning configuration).
• Experience designing and testing QA evaluation forms.
• Ability to analyse large volumes of call data and extract meaningful insights.
• Understanding of sentimentnontalktime and disposition codes.

Behavioural

• Confident communicator able to present insights to senior stakeholders.
• Strongproblemsolvingskills and attention to detail.
• Ability to coach and support junior team members.
• Comfortable working autonomously and managing multiple priorities.

Desirable

• Experience with NICE VerintCallMineror other analytics platforms.
• Knowledge of contact centre operations QA frameworks andcustomerexperience
• SQL ordatamanipulationskills (desirable but not essential).

Hiring Process

• Initial screening
• Capability and Technical interview (1 hour)

Our Values

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodlers mind when making business decisions.

• Embrace being human empathy and diversity make us stronger.
• Strive for awesome its awesome when we do better every day.
• Everyones a builder were in this together and we win as a team.
• Bravely honest were honest with ourselves and everyone else.
• Think customer theyre at the heart of everything we do.

To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram.

Oodle is proud to be an inclusive workplace and we recognise diversity of experience thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our Oodlers who strive to make positive impacts to our cultures.

Wed love if you could submit your application online but if you need an alternative method or need reasonable adjustments to take part in the interview process please email

To find out how we handle your personal data please refer to our Privacy Policy.