Speech Analytics Specialist

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 industryBachelor's degree any discipline