Speech Analytics Specialist

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: Speech Analytics Implementation & MaintenanceConfigure and maintain speech analytics softwareDevelop and manage speech analytics models and call categorization schemesEnsure the integrity and quality of data within the systemData Analysis & Insight GenerationAnalyze large volumes of call data to identify trends, patterns, and insightsGenerate reports and dashboards to communicate findings to stakeholdersProvide actionable recommendations to improve customer service, sales, and compliance based on analysisCross-Functional CollaborationWork closely with Service Delivery, Quality, Training teams to understand their needs and provide tailored analytics solutionsParticipate in strategy meetings to align speech analytics objectives with business goalsContinuous ImprovementMonitor and refine speech analytics processes and models to enhance accuracy and relevanceStay updated with the latest trends and advancements in speech analytics technologyTraining & SupportTrain team members and stakeholders on how to use speech analytics tools and interpret the results OTHERS: Project Shift Schedule: Mid Shift Project Rest Day: Weekends OffProject/Team Location: Taguig, Uptown Bonifacio Tower 3 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 at least speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner) Experience in Customer Service / Customer Care industryEducation: Bachelors degree any discipline