Senior Data Insights Specialist for Customer Operations
1 day ago
We are seeking a highly skilled and detail-oriented Senior Data Insights Specialist to join our dynamic Customer Operations Transformation team at Neksjob Philippines.
The ideal candidate will leverage speech analytics technology to analyze customer interactions, identify trends, and generate actionable insights that drive operational improvements and strategic decision-making.
Job Description- Speech Analytics Implementation & Maintenance:
- Configure and maintain speech analytics software to ensure optimal performance and functionality
- Develop and manage speech models, call categorization schemes, and workflows
- Ensure data integrity and accuracy within analytics systems, troubleshooting any discrepancies
- 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, communicating key findings to stakeholders
- Provide strategic recommendations to improve customer service, sales, compliance, and operational efficiency
- Cross-Functional Collaboration:
- Partner with Service Delivery, Quality Assurance, Training, and other functional teams to understand analytics needs and deliver tailored solutions
- Collaborate in strategy meetings, aligning speech analytics initiatives with business objectives and goals
- Continuous Improvement Initiative:
- Regularly monitor and refine speech analytics models and processes to enhance accuracy, relevance, and efficiency
- Stay current with latest trends, technologies, and advancements in speech analytics, NLP, and AI
- Training & Support:
- Provide training sessions for team members and stakeholders on speech analytics tools and data interpretation
- Offer ongoing support and insights, ensuring teams can effectively utilize analytics outcomes
- Must-Have:
- Minimum 3 years of experience in Speech Analytics, Speech Data Analysis, or a related field
- Proficiency in Natural Language Processing (NLP)
- Hands-on experience with speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner)
- Background in Customer Service / Customer Care environments
- Education:
- Bachelor's Degree in any discipline
- Technical Skills:
- Strong analytical skills to interpret data trends and generate actionable insights
- Proficiency in reporting tools and dashboards, with experience in data visualization and communication
Based on the location and job requirements, the estimated salary for this role is PHP 800,000 - PHP 1,200,000 per annum. Please note that this is an estimate and may vary based on individual factors.
Neksjob Philippines offers a collaborative environment where your expertise in speech analytics and data-driven insights will drive impactful decision-making.
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