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 industry
• Bachelor's degree any discipline