Data Insights and Operations Lead

4 weeks ago


Taguig, National Capital Region, Philippines Neksjob Corporation Full time

We are seeking a highly skilled Data Insights and Operations Lead to join our Customer Operations Transformation team at Neksjob Corporation. As a key member of the Data&AI org, you will be responsible for leveraging speech analytics technology to analyze customer interactions and derive actionable insights.

Key Responsibilities
  • Speech Analytics Implementation & Maintenance:
    • Configure and maintain speech analytics software.
    • Develop and manage speech analytics models and call categorization schemes.
    • E nsure 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.

Requirements

  • Minimum 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.

Estimated Salary Range: $90,000 - $110,000 per annum, depending on location and qualifications.



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