Speech Analytics & QA Analyst

Job Description

Employee Recognition and Rewards

• Commission
• Performance Bonus
• Incentives

Government Mandated Benefits

• 13th Month Pay

Insurance Health & Wellness

• Health Insurance

Company Equipment

• Company Equipment

Professional Development

• Job Training
• Read More

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 valid...