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