Customer Interaction Expert
2 days ago
About Our Company
Neksjob Philippines is a leading provider of innovative speech analytics solutions, dedicated to helping businesses unlock the full potential of their customer interactions.
Job Title
We are seeking a talented Speech Analytics Specialist to join our Customer Operations Transformation team and contribute to our mission of delivering exceptional customer experiences through data-driven insights.
Job Summary
The successful candidate will be responsible for designing, implementing, and maintaining robust speech analytics solutions, as well as analyzing large datasets to extract valuable insights and inform business decisions.
Key Responsibilities
- Speech Analytics Implementation & Maintenance
- Implement and maintain advanced speech analytics software to ensure optimal performance and functionality.
- Develop and manage sophisticated speech models, call categorization schemes, and workflows.
- Ensure high-quality analytics outputs by troubleshooting data discrepancies and conducting quality control checks.
- 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 dashboards to communicate key findings to stakeholders.
- Provide strategic recommendations to improve customer service, sales, compliance, and operational efficiency.
- Cross-Functional Collaboration
- Collaborate with cross-functional teams to develop tailored analytics solutions that meet business needs.
- Communicate effectively with stakeholders to ensure seamless adoption and utilization of analytics outputs.
- Continuous Improvement Initiative
- Stay current with industry trends, emerging technologies, and best practices in speech analytics, NLP, and AI.
- Continuously refine and improve speech analytics models and processes to maximize their effectiveness.
Requirements
- Experience: Minimum 3 years of experience in speech analytics, data analysis, or a related field.
- Skills: Strong analytical and problem-solving skills, proficiency in NLP and speech analytics platforms.
- Education: Bachelor's degree in any discipline.
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