Speech Analytics Specialist
Taguig, National Capital Region
Posted 4 days ago
- Company:
- Neksjob
- Company Description:
- Neksjob is an outsourcing and social enterprise that provides quality services to our clients locally and abroad. We are driven by the innate desire to bring about change by encouraging out of the box solutions to well-worn path challenges at a cost-effective rate. We aim to bridge the gap between countries and cultures, distance and time zones, to bring the world closer through the help of emerging technology.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 5
Job Description
POSITION TITLE: Speech Analytics Specialist
WORK SETUP: Hybrid
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.
OTHERS:
Project Shift Schedule: Mid Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig, Uptown Bonifacio Tower 3
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 atleast speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner)
• Experience in Customer Service / Customer Care industry
Education:
• Bachelor’s degree any discipline