Speech Analytics Specialist

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

We are looking for full time English Speech Analytics Specialist, who will assist customers through a complex process and driving the outcomes necessary for the ultimate success of our customers

Overview

• As a Speech Analytics Specialist, you will be responsible for extracting insights from large volumes of speech data collected from customer interactions.
• You will use various tools and techniques to analyze speech patterns, sentiment, emotion, topics, and trends.
• You will collaborate with other teams to provide actionable recommendations based on speech analytics findings.
• Work closely with operations teams to understand business needs and tailor analytics efforts accordingly.
• You will also contribute to the development and improvement of speech analytics solutions and processes.
  
  

Responsibilities

• Perform speech data analysis using speech recognition, natural language processing, and machine learning methods.
• Identify and report on key speech metrics, such as customer satisfaction, agent performance, compliance, and quality.
• Generate and present speech analytics reports and dashboards to stakeholders and management.
• Provide feedback and suggestions to improve speech analytics accuracy and efficiency.
• Utilize speech analytics tools to monitor, summarize, and inform leadership about internal processes and trends that impact customers or business performance/risk
• Stay updated on the latest trends and developments in speech analytics and related fields.
• Assist with quality assurance call and ticket reviews as needed
• Support the training of engineers by providing insights into common issues and communication strategies.
  
  

Qualifications

• Bachelor's degree in computer science, linguistics, statistics, or related field.
• At least two years of experience in speech analytics or related field.
• Proficient in speech recognition, natural language processing, and machine learning tools and techniques.
• Experience with speech analytics software, such as Verint, NICE, or CallMiner.
• Strong analytical, communication, and presentation skills.
• Ability to work independently and in a team environment.
• Proficient in Five9
  
  

Benefits At Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.
  
  

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.

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