Speech Analytics Specialist

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 & 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. 
• 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. 
• 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 atleast speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner) 
• Experience in Customer Service / Customer Care industry Education: 
• Bachelors degree any discipline