Contact Center Speech Tuner
Job Location:
Austin, TX - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Requisition ID: req1430
Employment Type: Unclassified Regular Full-Time (URF)
Division: Contact Center
Compensation: 67081.00 - 90000.00 Annual Salary
Job Closing: Sunday 8/23/2026 11:59PM
Location: TRS Headquarters Building 1
4655 Mueller Boulevard
Austin Texas 78723
United States
WHO WE ARE:
In the Pension Services Division we cultivate connection with our more than 2 million valued members by striving for excellence through counseling and administering benefits for retirees active members and employers. It is our goal to ensure our members have personalized service for pension benefits every day.
Joining our fast-paced team youll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship youll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives.
The Contact Center Speech Tuner uses speech analytics andmember interaction data to identify service trends communication barriers andopportunities to improve Contact Center operations. This role reviews call andIVR data develops reports and insights and partners with Contact Centerleadership Quality Assurance Training Knowledge Base and technology teamsto support improvements in member experience counselor effectiveness callhandling and operational consistency.
WHAT YOU WILL DO:
Speech Tuning Review andOperational Monitoring
Reviews speech tuning resultsIVR interactions and member call data to identify trends recurring issuesand opportunities to improve service delivery.
Monitors keywords phrases andcall topics to ensure member concerns are being captured and categorized in auseful and consistent manner.
Identifies patterns in calldrivers member confusion service gaps and communication barriers that mayimpact the member experience.
Recommends updates to keywordlibraries call categories IVR language scripts or knowledge resources basedon observed trends.
Tracks the effectiveness ofupdates and shares findings with Contact Center leadership and other businesspartners.
Operational Insights Reporting& Service Improvement
Analyzes speech analytics datato identify common member questions call drivers service barriers andemerging operational trends.
Develops recurring and ad-hocreports that summarize key findings trends and recommended actions forContact Center and Pension Services leadership.
Uses call insights to supportimprovements to counselor scripting training materials IVR prompts websitelanguage written communications and knowledge base content.
Partners with business areas toevaluate whether operational changes are improving clarity consistency andmember service outcomes.
Presents findings in a clearpractical format that supports decision-making and continuous improvement.
Cross-Functional Coordination andContinuous Improvement
Coordinates with Contact Centerleadership Quality Assurance Training Knowledge Base IVR and technologypartners to review speech tuning findings and support operational improvements.
Works with stakeholders totranslate call trends and member feedback into practical action plans such astraining updates scripting changes knowledge base revisions or IVRimprovements.
Facilitates regular discussionswith business partners to review findings track recommendations and monitorprogress on agreed-upon actions.
Maintains procedures forreviewing call data documenting findings reporting trends and trackingoperational outcomes.
Supports change management bydocumenting recommendations decisions and results related to speechanalytics-driven improvements.
Performs related work as assigned.
WHAT YOU WILL BRING:
Required Education:
Bachelors degree from anaccredited college or university.
High school diploma or equivalent and additional full-time experience in contact center operations quality assurance training speech analytics member or customer service analytics or related experience may be substituted on an equivalent year-for-year basis.
Required Experience
Three (3) years of full-timedirectly related progressively responsible experience in contact centeroperations quality assurance training speech analytics member or customerservice analytics or related operational work.
Experience with speech tuningsoftware.
Preferred Qualifications
Experience working in a contactcenter member services customer service or benefits administrationenvironment.
Experience using speechanalytics call recording quality monitoring CRM knowledge base or contactcenter reporting tools. With NICE/inContact contact center operations and IVRsystems including analytics tools.
Experience developingrecommendations based on call trends quality reviews or member/customerfeedback.
Experience supporting trainingscripting IVR knowledge management or process improvement initiatives.
Experience with NICE/inContactor similar contact center platforms.
Knowledge of
Speech tuning concepts andtheir use in identifying service trends and improvement opportunities.
Contact center operations callhandling processes and member service delivery.
Quality assurance trainingknowledge management and continuous improvement practices.
Reporting methods used tosummarize trends findings and recommendations.
TRS benefit programs membercommunications and operational procedures as applicable.
Skill in
Reviewing call and interactiondata to identify trends service gaps and member experience issues.
Developing reports summariesand recommendations for operational leaders.
Communicating findings clearlyto both technical and non-technical audiences.
Using speech tuning software andrelated tools.
Collaborating with ContactCenter QA Training knowledge base IVR and technology partners.
Developing and implementingtuning strategies for speech recognition and sentiment analysis.
Ability to
Translate speech analyticsfindings into practical operational recommendations.
Identify patterns that mayimpact member service counselor effectiveness or process consistency.
Balance detail- oriented datareview with broader business and service improvement goals.
Work independently and managemultiple priorities in a fast-paced environment.
Adapt to evolving technologiesand processes.
Maintain attention to detailwhile handling large volumes of data.
Build and maintain positiveworking relationships across departments.
Military Occupational Specialty (MOS) Codes:
Veterans Reservists or Guardsmen with experience in the Military Occupational Specialty ( ) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Talent Acquisition at with questions or for additional information.
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