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).

• Comfor...