Speech Quality Assurance Analyst - Sibulan - Vervent

Paglalarawan

Key Responsibilities:

• Perform call redaction to remove or mask sensitive customer and account information in recorded interactions, ensuring compliance with privacy and data protection regulations.
• Design, develop, and maintain categories, phrases, and acoustic models within the speech analytics platform to identify trends, call drivers, and agent behaviors.
• Collaborate with QA, Operations, and Compliance teams to ensure categories align with business goals and compliance standards.
• Conduct regular audits of redacted calls and category performance to validate accuracy and consistency.
• Generate and analyze reports to identify call trends, customer sentiment, and opportunities for process improvement.
• Assist in testing, tuning, and validating speech analytics tools and updates.
• Provide feedback and recommendations to enhance call quality evaluation and business intelligence efforts.

Qualifications:

• Associate's Degree or Bachelor's Degree in Business, Data Analytics, Information Systems, Communications, or a related field preferred
• 1+ years of experience in a call center environment, QA, compliance, reporting, or speech analytics
• Knowledge of handling sensitive customer data and privacy requirements
• 1-3 years Experience working with: Speech analytics platforms QA programs, customer experience, compliance, or performance analytics
• Comfortable with: Dashboards, trends, and root cause analysis

Technical Skills/Software:

• Speech Analytics Platforms (NICE Nexidia, Verint, CallMiner, Genesys, Observe.AI)
• Call Recording Systems (NICE, Verint, Five9, Genesys Cloud, Avaya)
• Reporting & Dashboards (Power BI, Tableau, Looker)
• Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, formulas, charts)
• Data Extraction & File Handling (CSV, large datasets, data cleaning)
• CRM Systems (Salesforce, Zendesk, ServiceNow)
• QA / Evaluation Tools (Scorecards, QA platforms, compliance tracking tools)
• Data Querying (SQL – basic to intermediate preferred)
• Documentation Tools (Confluence, SharePoint, Google Workspace)
• Project / Task Tools (Jira, ClickUp, Trello)
• Speech Category Building (keyword libraries, tagging, tuning, false-positive reduction)
• Trend & Root Cause Analysis (call drivers, complaint trends, escalation reasons)