Quality Analyst â Speech Analytics & AI
Quality Analyst â Speech Analytics & AI
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Job Description
Speech Analytics & AI-Driven Quality Monitoring:
Work closely with the AI development team to develop AI solutions and conduct machine learning and accuracy testing
Utilize speech analytics software to analyze call transcripts detect sentiment and identify compliance risks or service gaps
Apply AI-driven quality monitoring solutions to automate and enhance the evaluation process ensuring more comprehensive coverage of customer interactions
Identify recurring themes in customer inquiries complaints and agent performance to drive targeted training and operational improvements
Support the AI development team to track customer sentiment compliance adherence and escalation triggers
Call Monitoring Evaluation & Compliance:
Manually and systematically review customer interactions (calls emails chats) for adherence to quality compliance and performance standards
Use AI-driven analytics to identify coaching opportunities sentiment trends and agent knowledge gaps
Ensure compliance with industry regulations data security standards and customer experience best practices
Coaching & Agent Development:
Leverage AI-generated insights to provide targeted coaching and feedback to improve agent performance
Conduct data-backed coaching sessions using real-time AI analytics to highlight areas for improvement
Collaborate with training teams to design AI-driven training modules based on identified agent skill gaps
Process Improvement & Data Analysis:
Identify emerging trends in customer interactions and provide recommendations to improve service delivery
Use speech analytics dashboards and AI-generated reports to present actionable insights to leadership
Work closely with IT and data science teams to optimize AI-based quality monitoring tools
Reporting & Performance Metrics:
Prepare detailed AI-driven quality reports highlighting agent performance customer sentiment trends and compliance adherence
Track KPIs such as Call Quality Scores Customer Satisfaction (CSAT) Net Promoter Score (NPS) and First Call Resolution (FCR)
Monitor AI-generated predictive analytics to anticipate potential quality risks and proactively implement solutions
Qualifications :
Key Performance Indicators (KPIs):
Accuracy & efficiency of AI-driven quality assessments
Reduction in compliance risks and customer complaints
Improvement in CSAT NPS and call resolution rates
Agent performance improvement post AI-driven coaching
Effectiveness of AI models in identifying sentiment and quality trends
Required Skills & Competencies:
Strong experience with speech analytics and AI-based quality monitoring tools (e.g. NICE Nexidia Verint CallMiner or similar)
Analytical mindset with the ability to interpret AI-generated insights and translate them into actionable strategies
Strong understanding of customer sentiment analysis and speech-to-text analytics
Advanced knowledge of call center KPIs compliance frameworks and quality assurance methodologies
Proficiency in reporting tools dashboards and data visualization platforms (Excel Power BI Tableau etc.)
Strong communication skills with the ability to deliver data-driven coaching and training
Ability to collaborate with IT teams to refine AI tools and ensure proper data integration
Qualifications & Experience:
Bachelors degree in Business Communications Data Analytics or a related field (preferred)
3 years of experience in call center quality assurance with at least 1 year working with speech analytics or AI-driven monitoring tools
Experience with CRM platforms and call center technologies (e.g. Salesforce Genesys Five9 Avaya etc.)
Knowledge of compliance regulations (e.g. GDPR PCI-DSS HIPAA) is a plus
Customer Journey mapping certification is a plus
Process mapping certification will be advantageous
Additional Information :
Work Conditions:
Flexible working hours may be required based on global call center operations
Shift: Day or night shift based on engineers and client availability
Salary will be market related
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
