What You’ll Be Getting Up To:

Nexidia Platform Administration

• Configure, maintain, 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.
• Maintain procedure guides and ensure platform documentation is up to date.

Speech Query Development & Analytics

• Write, test, and refine speech queries to identify behaviours, 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 by identifying emerging 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 cycles, validate scoring logic, and ensure forms are fit for purpose.

Team Senior Responsibilities

• Act as day-to-day support 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 in cross-functional meetings 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 into business-ready insights.

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 sentiment, non-talk time, and disposition codes.

Behavioural

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

Desirable

• Experience with NICE, Verint, CallMiner or other analytics platforms.
• Knowledge of contact centre operations, QA frameworks, and customer-experience.
• SQL or data-manipulation skills (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 Oodler’s mind when making business decisions.

• Embrace being human – empathy and diversity make us stronger.
• Strive for awesome – it’s awesome when we do better every day.
• Everyone’s a builder – we’re in this together and we win as a team.
• Bravely honest – we’re honest with ourselves and everyone else.
• Think customer – they’re 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.

We’d 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 careers@oodlefinance.com.

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