Speech Analytics & QA Analyst
Full-time
WHR Global Consulting
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.
- 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).
- Comfortable with dashboards, root cause analysis, and handling large datasets.
- Knowledge of handling sensitive customer data and privacy requirements.
Vacancy posted more than 2 months ago
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