PROJECT NAME: Applied Intelligence

POSITION TITLE: Speech Analytics Specialist

WORK SETUP: Hybrid

OTHERS:

Project Shift Schedule: Mid Shift

Project Rest Day: Weekends Off

Project/Team Location: Taguig, Uptown Bonifacio Tower 3

OVERALL PURPOSE:

We are seeking a highly skilled and detail-oriented Speech Analytics Specialist to join our Customer Operations Transformation team, within its Data&AI org. The successful candidate will be responsible for leveraging speech analytics technology to analyze customer interactions and derive actionable.

RESPONSIBILITIES:

1. Speech Analytics Implementation & Maintenance

-Configure and maintain speech analytics software.

-Develop and manage speech analytics models and call categorization schemes.

-Ensure the integrity and quality of data within the system.

2. Data Analysis & Insight Generation

-Analyze large volumes of call data to identify trends, patterns, and insights.

-Generate reports and dashboards to communicate findings to stakeholders.

-Provide actionable recommendations to improve customer service, sales, and compliance based on analysis.

3. 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.

4. 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.

5. Training & Support

-Train team members and stakeholders on how to use speech analytics tools and interpret the results.

SKILL 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 platforms (e.g., Genesys, Verint, NICE, CallMiner)

• Experience in Customer Service / Customer Care industry

• Experience in SQL and Python is good to have only

Education:

• Bachelor’s degree any discipline

Please refer to job description.