Speech Analytics Specialist y3

1 week ago

Taguig, Philippines Neksjob Philippines Full time

Speech Analytics Specialist
Location:Taguig, Uptown Bonifacio Tower 3 (Hybrid Setup)
Project: Data & AI Transformation

Note:Only applicants with the legal right to live and work in this country are eligible to apply.

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Position Overview:
We are seeking a highly skilled and detail-oriented Speech Analytics Specialist to join our dynamic Customer Operations Transformation team. The ideal candidate will leverage speech analytics technology to analyze customer interactions, identify trends, and generate actionable insights that drive operational improvements and strategic decision-making.

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Key Responsibilities

1. Speech Analytics Implementation & Maintenance
- Configure and maintain speech analytics software to ensure optimal performance and functionality
- Develop and manage speech models, call categorization schemes, and workflows
- Ensure data integrity and accuracy within analytics systems, troubleshooting any discrepancies

2. Data Analysis & Insight Generation
- Analyze large volumes of call and interaction data to identify patterns, trends, and actionable insights
- Generate clear and concise *=reports and dashboard, communicating key findings to stakeholders
- Provide strategic recommendations to improve customer service, sales, compliance, and operational efficiency

3. Cross-Functional Collaboration
- Partner with Service Delivery, Quality Assurance, Training, and other functional teams to understand analytics needs and deliver tailored solutions
- Collaborate in strategy meetings, aligning speech analytics initiatives with business objectives and goals

4. Continuous Improvement Initiative
- Regularly monitor and refine speech analytics models and processes to enhance accuracy, relevance, and efficiency
- Stay current with latest trends, technologies, and advancements in speech analytics, NLP, and AI

5. Training & Support
- Provide training sessions for team members and stakeholders on speech analytics tools and data interpretation
- Offer ongoing support and insights, ensuring teams can effectively utilize analytics outcomes

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Qualifications & Skills

Must-Have:
- Minimum 3 years of experience in Speech Analytics, Speech Data Analysis, or a related field
- Proficiency in Natural Language Processing (NLP)
- Hands-on experience with speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner)
- Background in Customer Service / Customer Care environments

Education:
- Bachelor’s Degree in any discipline

Technical Skills:
- Strong analytical skills to interpret data trends and generate actionable insights
- Proficiency in reporting tools and dashboards, with experience in data visualization and communication

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Additional Information*
- Project Shift: Mid-Shift
- Rest Days:Weekends Off
- Team Location: Taguig, Uptown Bonifacio Tower 3 (Hybrid Setup)

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We offer a collaborative environment where your expertise in speech analytics and data-driven insights will drive impactful decision-making. Join us and contribute to transforming operations, enhancing customer interactions, and aligning analytics initiatives with strategic business goals.

Apply now to bring your analytical skills and passion for speech technology into an impactful role

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