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, FinTech, 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
This listing is sourced from a third-party job board. Applying will redirect you to the original posting.