OVERALL PURPOSE:
We areseeking a highly skilled and detail-oriented Speech Analytics Specialist to join our Customer OperationsTransformation team, within its Data & AI org. The successful candidate will be responsible for leveragingspeech analytics technology to analyze customer interactions and derive actionable. RESPONSIBILITIES: Speech Analytics Implementation & MaintenanceConfigure and maintainspeech analytics softwareDevelop and manage speech analytics models and call categorizationschemesEnsure the integrity and quality of data within the systemData Analysis & InsightGenerationAnalyze large volumes of call data to identify trends, patterns, and insightsGeneratereports and dashboards to communicate findings to stakeholdersProvide actionable recommendationsto improve customer service, sales, and compliance based on analysisCross-Functional CollaborationWork closely with Service Delivery, Quality, Training teams to understand their needs and providetailored analytics solutionsParticipate in strategy meetings to align speech analytics objectives withbusiness goalsContinuous ImprovementMonitor and refine speech analytics processes and modelsto enhance accuracy and relevanceStay updated with the latest trends and advancements in speechanalytics technologyTraining & SupportTrain team members and stakeholders on how to usespeech analytics tools and interpret the results OTHERS: Project Shift Schedule: Mid ShiftProject RestDay: Weekends OffProject/Team Location: Taguig, Uptown Bonifacio Tower 3 SKILL AND QUALIFICATIONS: Minimum of 3 years of experience in speechanalytics, speech data analysis, or a related field.Experience with naturallanguage processing (NLP) and experience on at least speech analyticsplatforms (e.g., Genesys, Verint, NICE, CallMiner)Experience in CustomerService / Customer Care industryEducation: Bachelors degree any discipline
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