Conversational Insights Analyst

4 days ago


Taguig, National Capital Region, Philippines Neksjob Full time

We are seeking a highly skilled and detail-oriented Conversational Insights Analyst to join our Data&AI org at Neksjob. The successful candidate will be responsible for leveraging speech analytics technology to analyze customer interactions and derive actionable insights.

About the Role

This is a unique opportunity to work with our Customer Operations Transformation team, where you will have the chance to make a significant impact on our business. As a Conversational Insights Analyst, you will be responsible for implementing and maintaining speech analytics software, developing and managing speech analytics models, and ensuring the integrity and quality of data within the system.

Key Responsibilities:
  • Speech Analytics Implementation & Maintenance: Configure and maintain speech analytics software, develop and manage speech analytics models, and 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, and 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.
Requirements

To be successful in this role, you will need:

  • 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 one speech analytics platform (e.g., Genesys, Verint, NICE, CallMiner).
  • Experience in the Customer Service / Customer Care industry.
  • Bachelor's degree in any discipline.
What We Offer

Neksjob offers a competitive salary of $80,000 - $120,000 per year, depending on experience. Our company is located in Taguig, Uptown Bonifacio Tower 3, and we offer a mid-shift schedule with weekends off.



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