Senior Associate - Speech Analytics
Core
Support the day-to-day operations of a speech analytics platform to convert raw speech data into actionable business insights for customer experience and compliance.
Role type
Senior Associate speech analytics analyst (hybrid IC)
Builds
Dashboards, reports, and insights for business leaders and operational teams
Domain
Financial services / Customer Experience / Speech Analytics
Deliverable
dashboards & analysis
Required skills
Speech analytics, Natural Language Processing (NLP), Data analysis, Python, SQL, Data warehousing, Audio signal processing, Call center operations
Preferred skills
Data visualization (Tableau, Power BI, MicroStrategy, Databricks), Machine learning basics, Scripting (R, API)
Responsibilities
Analyze large volumes of recorded speech and call data to identify trends and anomalies; Refine speech analytics models including keyword spotting, sentiment scoring, and emotion detection; Produce regular and ad hoc reports and presentations; Monitor customer interactions for compliance risks; Monitor platform health and resolve system issues; Collaborate with CX, QA, Operations, and IT teams to integrate insights.
Seniority
Mid-level (3-5 years experience)
