Quality Analyst Speech Analytics AI
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Job Description
Quality Analyst Speech Analytics & AI
Location: Cairo Egypt
Salary: To be discussed
Employment Type: FullTime
About the Client
Our client is a global leader in customer experience solutions providing cuttingedge AIdriven insights and analytics to enhance service quality. With a strong focus on innovation automation and customercentric strategies they empower businesses to optimise their customer interactions improve operational efficiency and drive performance excellence.
About the Role
Our client is seeking an experienced Quality Analyst Speech Analytics & AI to enhance customer interactions across multiple channels. This role focuses on leveraging speech analytics and AIpowered quality monitoring to improve agent performance enhance customer experiences and ensure compliance. The ideal candidate will have strong analytical skills experience with AIdriven tools and a background in contact centre quality assurance.
Why Join Them
- Work with cuttingedge AI and speech analytics technology
- Be part of a global customer experience team
- Competitive marketrelated salary
- Opportunity to contribute to process improvement and innovation
Key Responsibilities
- Work with the AI development team to refine machine learning models
- Use speech analytics tools to assess sentiment and identify compliance risks
- Implement AIdriven monitoring solutions to enhance evaluation processes
- Identify key trends in customer interactions to drive targeted training
- Review customer interactions (calls emails chats) for compliance and quality
- Use AIdriven insights to identify coaching opportunities
- Ensure adherence to customer service best practices and industry regulations
- Provide databacked coaching to improve agent performance
- Collaborate with training teams to develop AIdriven learning modules
- Analyse emerging trends in customer interactions and provide recommendations
- Work with IT teams to optimise AIbased quality monitoring tools
- Present speech analytics reports to leadership
- Prepare quality reports based on AIgenerated data
- Track CSAT NPS First Call Resolution (FCR) and compliance adherence
Requirements
- 3 years of experience in call centre quality assurance
- Experience with speech analytics and AIdriven monitoring tools (e.g. NICE Nexidia Verint CallMiner Observe.AI)
- Bachelors degree in Business Communications Data Analytics or related field (preferred)
- Knowledge of CRM platforms (Salesforce Genesys Five9 Avaya)
- Familiarity with compliance regulations (GDPR PCIDSS HIPAA) is advantageous
- Strong expertise in speech analytics & AI integration
- Experience in customer sentiment analysis
- Proficiency in data visualisation & reporting (Excel Power BI Tableau)
- Knowledge of process improvement & compliance monitoring
- Understanding of call centre operations & KPI tracking
- Ability to collaborate with IT & AI teams for technical integration
Work Conditions
- Flexible working hours may be required based on global call centre operations
- Day or night shifts depending on client needs
Required Experience:
IC
Employment Type
Full-Time
