Speech Analytics Specialist

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