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Speech Analytics Program Director

1 week ago

Angeles City, Central Luzon, Philippines Western & Southern Financial Group Full time
Role Overview

We are seeking a highly skilled Speech Analytics Program Director to join our team. As a key member of our organization, you will be responsible for leading the cross-functional quality program and AI speech analytics tool.

The successful candidate will have 1-3 years of relevant experience in contact center operations, data science or data analysis. Strong skills in data analysis, including the ability to interpret complex data sets, perform root cause analysis, and generate actionable insights are required.

The ideal candidate will have a strong understanding of Microsoft Office products, particularly Excel for data analysis and PowerPoint for presentations. Excellent presentation skills with the ability to effectively communicate and present information to all levels of the organization are essential.

  • Consult and lead change with key stakeholders to maximize the Nexidia AI speech analytics technology to deliver meaningful, actionable insights that drive improvements in customer experience, sales and KPI performance.
  • Collaborate with various teams in the organization by providing data expertise, offering original perspectives, and challenging conventional views to align decision-making with changing business needs.

Qualifications: The successful candidate will have a bachelor's degree in a related field and a strong understanding of data analysis principles and techniques.