Conversational Insights Analyst
3 weeks ago
We are seeking a skilled Conversational Insights Analyst to join our Customer Operations Transformation team at TASQ Staffing Solutions.
About the RoleThis is a highly rewarding opportunity for an analytical professional to leverage speech analytics technology to analyze customer interactions and derive actionable insights.
Key Responsibilities- Speech Analytics Implementation & Maintenance:
- Configure and maintain speech analytics software to ensure optimal performance and data integrity.
- Develop and manage speech analytics models and call categorization schemes to enhance accuracy and relevance.
- Data Analysis & Insight Generation:
- Analyze large volumes of call data to identify trends, patterns, and insights that drive business growth.
- Generate reports and dashboards to communicate findings to stakeholders and inform strategic decisions.
- 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 and drive organizational success.
- 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 to stay ahead of the curve.
- Training & Support:
- Train team members and stakeholders on how to use speech analytics tools and interpret the results effectively.
- Minimum of 3 years of experience in speech analytics, speech data analysis, or a related field.
- Experience with natural language processing (NLP) and expertise on at least one speech analytics platform (e.g., Genesys, Verint, NICE, CallMiner).
- Experience in the Customer Service / Customer Care industry with a deep understanding of customer interactions and pain points.
- Bachelor's degree in any discipline.
The estimated salary for this role is PHP 60,000 - 80,000 per month, depending on qualifications and experience. Additional benefits include health insurance, paid time off, and opportunities for career growth and development.
TASQ Staffing Solutions offers a dynamic work environment with a talented team of professionals. If you are a motivated and analytical individual looking to make a meaningful impact in the customer service industry, we encourage you to apply for this exciting opportunity.
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