Speech Analytics Specialist

6 days ago


Manila, National Capital Region, Philippines iSupport Worldwide Full time
Speech Analytics Specialist Job Summary:
We are looking for an experienced Speech Analytics Specialist to support our Analytics team in driving customer experience improvements, agent performance, and operational efficiency. As a Speech Analytics Specialist, you will be responsible for analyzing call interactions using CallMiner speech analytics, developing speech categories and scorecards, and providing data-driven insights to optimize processes and increase ROI.

Duties and Responsibilities:
  1. Analyze call data to identify trends and areas for improvement.
  2. Develop and maintain speech categories and scorecards.
  3. Communicate with Operations and Quality on Call Miner findings.
  4. Make the most of data visualization by creating dashboards and utilization reports.

Skills and Qualifications:
  • Minimum of 2 years experience in CallMiner, including CallMiner Recognition tools (speech analytics, syntax coding, scorecards).
  • Strong analytical and critical thinking skills with experience in data analysis tools.
  • Proficiency in Power BI, Tableau, and Excel Query for visual insights and reporting.
  • Exceptional written, verbal, and presentation skills.


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