Speech Analytics Specialist - Hybrid

OVERALL PURPOSE:
We are seeking a highly skilled and detail-oriented Speech Analytics Specialist to join our Customer Operations Transformation team, within its Data&AI org. The successful candidate will be responsible for leveraging speech analytics technology to analyze customer interactions and derive actionable.

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.


SKILL 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 atleast speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner)
• Experience in Customer Service / Customer Care industry

Education:
• Bachelor's degree any discipline