Department: Training & Quality Assurance (TQA)
Reports To: QA Manager
Role Overview
We are seeking a highly analytical and strategic Speech Analytics Supervisor to lead our Speech Analytics function within the TQA team. This role serves as a trusted partner to Customer Service, Quality, Training, Operations, Compliance, and Transformation stakeholders across Voice and Non-Voice channels. The Supervisor will drive speech analytics strategy, business insights, AI opportunities, governance, reporting, and the future speech ecosystem while leading a team of two Speech Analytics Experts.
Key Responsibilities Act as a strategic lead for Speech Analytics across customer service operations. Partner with business leaders to identify trends, customer pain points, and improvement opportunities. Convert interaction analytics into actionable insights that improve customer experience, quality, compliance, and operational performance. Develop governance standards, reporting frameworks, and executive dashboards. Define and track KPIs and ROI of speech analytics initiatives Identify opportunities to leverage AI, Generative AI, automation, sentiment analysis, and conversational intelligence. Lead evolution of speech analytics tools, taxonomy, and frameworks Present insights and recommendations to senior stakeholders. Lead, coach, and develop a team of two Speech Analytics Experts.
Required Qualifications 8–10 years of experience in Speech Analytics, Contact Center Analytics, Quality Assurance, Customer Experience, Business Intelligence, or related fields. Experience in Financial Services, Banking, Insurance, Fin Tech, or other regulated industries preferred. Experience supporting both Voice and Non-Voice customer service environments. Prior people leadership and stakeholder management experience.
Technical Skills Experience with NICE, Verint, Call Miner, Observe. AI, Genesys, or similar platforms. Strong analytical, reporting, and data visualization skills. Experience measuring business outcomes and executive reporting. Knowledge of AI-powered conversational analytics and emerging CX technologies.
Key Competencies Strategic Thinking Stakeholder Management Data-Driven Decision Making Executive Communication Innovation Continuous Improvement Leadership & Coaching Change Management
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AceNet
Transformative Ventures