Senior Associate - Speech Analytics

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Job Summary:

The Speech Analytics Analyst will support the day-to-day operations of the speech analytics platform. This role is responsible for ensuring the stability, reliability, and effectiveness of analytics tools that convert raw speech data into actionable business insights. The Analyst will apply established speech analytics technologies and methodologies to monitor customer conversations, identify patterns, detect sentiment and emotion, and uncover root causes of customer issues.

Essential Job Functions:

• Analyze large volumes of recorded speech and call data using advanced speech analytics platforms. Identify key trends, patterns, and anomalies in customer interactions that impact customer satisfaction and operational performance. - (20%)
• Refine speech analytics models including keyword spotting, sentiment scoring, emotion detection, and topic categorization. Continuously improve the accuracy and relevance of speech analytics algorithms through validation and tuning. - (20%)
• Produce regular and ad hoc reports, dashboards, and presentations to communicate findings to business leaders and operational teams. - (10%)
• Monitor customer interactions to ensure compliance with regulatory requirements and internal policies. Assist in identifying and mitigating compliance risks through speech analytics insights. - (10%)
• Keep up to date with the latest technological trends. Continuously improve models and techniques to adapt to new data patterns and trends. - (10%)
• Develop and refine speech analytics models including keyword spotting, sentiment scoring, emotion detection, and topic categorization. Continuously improve the accuracy and relevance of speech analytics algorithms through validation and tuning. - (10%)
• Monitor the health and performance of the speech analytic platform, triaging and resolving system issues, and managing defect tickets through resolution. Generate regular reports on tool usage and data quality and maintaining documentation to support compliance and audit readiness. - (10%)
• Work closely with Customer Experience, Quality Assurance, Operations, Compliance, and IT teams to integrate speech analytics insights into business processes. Support strategic initiatives like customer journey improvement, agent coaching, compliance adherence, and operational efficiency. - (10%)

Minimum Qualifications:

• Bachelor's Degree in Data Science, Computer Science, Statistics, or related field.
• 3-5 years of experience with speech analytics or related fields (call center analytics, voice of the customer, etc.).

Preferred Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Technical Discipline.
• 3+ years of experience with data visualization tools like Tableau, Power BI, MicroStrategy, Databricks.
• 3+ years of experience with scripting languages (Python, R, API) for data analysis.
• Good at problem solving and critical thinking.
• Natural Language Processing understanding, machine learning basics (i.e. regex expressions).
• Database and Data Management - Data Warehousing, SQL.
• Communication skills to present clearly and effectively to business and technical stakeholders.

Work Environment:

Normal office environment, hybrid.

Other Duties:

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Skills

API, NLP, Natural Language Processing, Python, R, Speech Analytics