Conversation Insights Analyst

1 day ago


Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time
About TASQ Staffing Solutions

We are a staffing solutions company dedicated to providing top talent to various industries.

Job Title: Conversation Insights Analyst

Estimated Salary: 450,000 - 600,000 PHP per annum

Job Description

This role is responsible for leveraging speech analytics technology to analyze customer interactions and derive actionable insights. The successful candidate will work closely with the Customer Operations Transformation team to understand their needs and provide tailored analytics solutions.

Main Responsibilities:
  • Speech Analytics Implementation & Maintenance
    • Configure and maintain speech analytics software to ensure high-quality data within the system.
    • 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 can improve customer service, sales, and compliance.
    • Generate reports and dashboards to communicate findings to stakeholders and provide actionable recommendations.
  • Cross-Functional Collaboration
    • Work closely with Service Delivery, Quality, and 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.
Required Skills and Qualifications
  • Minimum of 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 one speech analytics platform (e.g., Genesys, Verint, NICE, CallMiner).
  • Experience in the Customer Service / Customer Care industry.
  • Bachelor's degree in any discipline.
Location and Schedule
  • Project/Team Location: Taguig, Uptown Bonifacio Tower 3.
  • Project Shift Schedule: Mid Shift.
  • Project Rest Day: Weekends Off.


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