Speech Analytics Analyst

Responsibilities

• Data Analysis: Utilize speech analytics tools to analyze call recordings, identify patterns, and derive actionable insights
• Reporting: Develop regular reports and dashboards that highlight key metrics and insights for stakeholders
• Quality Improvement: Work closely with the quality assurance and training departments to highlight areas for improvement in call handling and customer interaction.
• Trend Analysis: Monitor and report on emerging trends in customer calls to proactively address potential issues
• Collaboration: Work with IT, operations, and customer service teams to implement changes and improvements based on data insights
• · Technology Management: Manage and configure speech analytics software to ensure accuracy and efficiency in data analysis.