Speech Analytics Specialist
Speech Analytics Specialist
Posted on :
25-10-2024
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Job Description
OVERALL PURPOSE:
- We are seeking a highly skilled and detailoriented 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 & 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
- 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
- CrossFunctional 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
- 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
- Training & Support
- Train 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 Off
- Project/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 industry
- Education: Bachelors degree any discipline
Remote Work :
No
Employment Type
Full Time
Key Skills
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