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About the Role
Key Responsibilities:
• Design and maintain categories, phrases, and acoustic models to identify call drivers and agent behaviors.
• Perform call redaction to mask sensitive information, ensuring strict adherence to privacy and data protection regulations.
• Generate and analyze reports to uncover customer sentiment and process improvement opportunities.
• Partner with QA, Operations, and Compliance teams to align analytics with business goals.
• Audit category performance and validate speech analytics tools to enhance business intelligence.
Requirements:
• Bachelor’s or Associate’s degree in Business, Data Analytics, IT, or a related field.
• 1+ years experience in a call center environment (QA, Compliance, or Reporting) and 1–3 years specifically with Speech Analytics platforms.
• Experience with tools like NICE Nexidia, Verint, or CallMiner, and proficiency in MS Excel (Pivot Tables, VLOOKUP).
• Comf...
• Design and maintain categories, phrases, and acoustic models to identify call drivers and agent behaviors.
• Perform call redaction to mask sensitive information, ensuring strict adherence to privacy and data protection regulations.
• Generate and analyze reports to uncover customer sentiment and process improvement opportunities.
• Partner with QA, Operations, and Compliance teams to align analytics with business goals.
• Audit category performance and validate speech analytics tools to enhance business intelligence.
Requirements:
• Bachelor’s or Associate’s degree in Business, Data Analytics, IT, or a related field.
• 1+ years experience in a call center environment (QA, Compliance, or Reporting) and 1–3 years specifically with Speech Analytics platforms.
• Experience with tools like NICE Nexidia, Verint, or CallMiner, and proficiency in MS Excel (Pivot Tables, VLOOKUP).
• Comf...
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