Contact Center Speech Analytics Specialist

Job Summary

The Contact Center Speech Analytics Specialist is responsible for analyzing customer interactions to enhance overall customer experience, identify key performance drivers, and support strategic decision-making. This role involves using advanced speech analytics tools to uncover trends, optimize operational performance, and deliver actionable insights to leadership teams. The specialist is expected to work independently, lead specialized initiatives, and contribute significantly to process improvements within the contact center environment.

Key Responsibilities

• Analyze large volumes of customer call data using speech analytics tools to identify trends, patterns, root causes, cost drivers, and KPIs.
• Deliver actionable insights and recommendations to improve customer acquisition, retention, and service experience.
• Translate call analytics findings into business strategies that enhance operational performance.
• Devel...