Voice Analyst

Associate - Business Analyst-Training-Voice and Accent

Posted today

Job Description

Classroom Management/Modules/Up-training/Initiatives/Quality

• Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
• Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
• Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
• Develop materials and conduct Foundation Skills Training (FST) when needed.
• Assist the CE AM and/or CE LAM in preparing for and/or conducting learning and development sessions for support.
• Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of CE projects and related programs.
• Conduct agent interviews to assess customer service orientation and trainability.
• Protect the confidentiality of client information and adhere to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering assistance when needed.
• Ensure compliance with internal policies, external regulations, and information security standards.
• Conduct special induction with new hires to introduce company culture and required work activities.

The primary role of the job is to advocate world-class customer experience to front-liners and support members. The focus is on coaching and training customer experience soft skills to improve call handling and customer connections, and on aligning with support members and leadership to champion customer experience across the account through monitoring and coaching and active participation in CE projects.

IT Assistant Manager - Tech Analyst for Voice Infrastructure

Taguig, National Capital Region TASQ Staffing Solutions

Posted today

Job Description

Job Title: Technology Analyst - Voice Infrastructure Specialist

Job Level: IT Assistant Manager

Key requirements:

• Bachelor’s degree in computer science, IT, Engineering, or related field
• At least 5 - 8 years of experience in IT with a focus on voice infrastructure
• Able to work in shifting schedules
• Onsite work at BGC Taguig – US Shifts

Key Responsibilities:

• Provide L2/L3 support for Avaya Aura and Genesys Cloud CX platforms.
• Perform daily monitoring, health checks, and preventive maintenance of voice infrastructure.
• Manage incidents, service requests, and change tickets using ITSM tools.
• Collaborate with telecom vendors, service providers, and internal teams for issue resolution and escalations.
• Configure and optimize call flows, routing strategies, IVRs, and contact center functionalities.
• Support third-party integrations, including CRMs and analytics platforms.
• Participate in platform upgrades, patch management, and cloud migrations.
• Maintain detailed technical documentation, SOPs, and knowledge base articles.
• Stay current with platform updates, industry best practices, and security advisories.
• Ensure compliance with internal audit and vulnerability closure processes (e.g., CVE-ID tracking, Archer portal updates).

Technical Skills & Experience

• Mandatory: Hands-on experience with Avaya Aura components: CM, SM, SBC, AEP, SMGR, CMS, AES.
• Proficiency in Genesys Cloud CX administration, including call routing, API usage, and reporting.
• Strong understanding of SIP, VoIP, and telephony protocols.
• Familiarity with call recording systems, reporting dashboards, and analytics tools.

Preferred:

• Experience in cloud migration projects and hybrid voice environments.
• Integration knowledge with CRM platforms like Salesforce, ServiceNow, or similar.
• Exposure to security compliance and audit processes in voice infrastructure.
• Basic scripting or automation skills (e.g., Python, PowerShell) for operational efficiency.

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities

Data Analyst Backer - Non Voice (Work From Home)

Marikina, National Capital Region Cyberbacker Careers

Posted today

Job Description

RESPONSIBILITIES:

• Real-time reporting and diagnosing trends on key performance metrics.
• Generating daily to weekly and monthly to yearly KPI reports.
• Ensuring data is current and accurate for the assigned division.
• Working in partnership with leadership.
• Reviewing duplicate records and cleaning data as needed.
• Using multiple data sources to update incorrect or incomplete data points.
• Creating standard QC reports to identify and correct data issues.
• Implementing processes for data collection, cleanup, maintenance, analysis, and validation for organization-wide data.

REQUIREMENTS:

• Intermediate to advanced MS Excel skills.
• High accuracy and attention to quality.
• Strong verbal and written communication skills.
• Inquisitive & analytical mindset
• Organized & strategic thinking; alignment with business needs.
• Proactive — takes initiative and communicates with the team.

GENERAL REQUIREMENTS:

• Good command of English
• Must be 18 years of age or older
• A headset with a noise-canceling feature and a high-definition webcam

DEVICE SPECIFICATIONS:

• Intel Core i3/i5/i7 or AMD equivalent; 6th to 12th gen preferred
• Windows or Mac acceptable
• At least 8GB RAM and 60 GB free disk space

NETWORK REQUIREMENTS:

• 10 Mbps DSL or Fiber Internet connection (no USB sticks or wireless connections)

BENEFITS:

• Legit Work from Home
• Open to fresh graduates and students
• Job security and stability
• Potential income up to $1500 per month
• Training provided with allowance
• Personal and career growth opportunities
• Great team culture and core values
• In-house assistance, PTO, profit share
• Chance of an all-expense-paid trip to the US
• Birthday and anniversary treats, wedding gifts, new-born gifts
• Foodpanda discount

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