Responsibilities:

1. Speech Analytics Implementation & Maintenance

• Configure and maintain speech analytics software.

• Develop and manage speech analytics models and call categorization schemes.

• Ensure the integrity and quality of data within the system.

2. Data Analysis & Insight Generation

• Analyze large volumes of call data to identify trends, patterns, and insights.

• Generate reports and dashboards to communicate findings to stakeholders.

• Provide actionable recommendations to improve customer service, sales, and compliance based on analysis.

3. Cross-Functional Collaboration

• Work closely with Service Delivery, Quality, Training teams to understand their needs and provide tailored analytics solutions.

• Participate in strategy meetings to align speech analytics objectives with business goals.

4. Continuous Improvement

• Monitor and refine speech analytics processes and models to enhance accuracy and relevance.

• Stay updated with the latest trends and advancements in speech analytics technology.

5. Training & Support

• Train team members and stakeholders on how to use speech analytics tools and interpret the results.

Skills and Qualifications:

• Minimum of 3 years of experience in speech analytics, speech data analysis, or a related field.

• Experience with natural language processing (NLP) and experience on at least speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner)

• Experience in Customer Service / Customer Care industry

• Bachelor’s degree any discipline