Conversation Analytics Specialist

3 days ago


Taguig, National Capital Region, Philippines Neksjob Corporation Full time
Transforming Customer Experiences

Neksjob Corporation is dedicated to transforming customer experiences through innovative speech analytics solutions. We are seeking an accomplished Speech Analytics Specialist to join our team.

Key Responsibilities:

The successful candidate will be responsible for driving business growth through data-driven insights. Key responsibilities include:

  • Speech Analytics Implementation: Implement and maintain speech analytics software, develop and manage speech analytics models, and ensure data integrity 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, and provide actionable recommendations to improve customer service, sales, and compliance.
  • 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 results.

Requirements:

  • Minimum 3 years of experience in speech analytics, speech data analysis, or a related field.
  • Experience with NLP and experience on at least one speech analytics platform.
  • Experience in Customer Service / Customer Care industry.
  • Bachelor's degree in any discipline.


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