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- ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: Applied Intelligence POSITION TITLE: Speech Analytics Specialist WORK SETUP: Hybrid 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: 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. OTHERS: Project Shift Schedule: Mid Shift Project Rest Day: Weekends Off Project/Team Location: Taguig, Uptown Bonifacio Tower 3
Qualifications
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:
- Bachelor's degree any discipline
