Back to jobs
Job Description
The Contact Center Speech Analytics Specialist is responsible for optimizing and maintaining speech analytics systems to ensure accurate and effective voice data processing across contact center and IVR platforms. This role focuses on analyzing member interactions, tuning recognition models, and implementing improvements to enhance customer experience and operational efficiency. The specialist will collaborate closely with contact center operations, quality assurance, and technology teams to deliver actionable insights and system enhancements. WHAT YOU WILL DO: Speech Analytics Optimization and Tuning • Review IVR speech prompts and member interaction voice files; ensure utterances, intents, and sentiment are properly mapped and configured across contact center and IVR systems. • Detect patterns, trends, and error sources in speech recognition accuracy; perform root cause analysis and implement targeted tuning strategies to improve recognition, intent detection, and sentiment classification. • Develop, maintain, and update keyword and phrasing libraries; expand synonyms/variants and retire low‑value terms to keep the library current and performant. • Conduct ongoing utterance and sentiment reviews—~100 words/phrases per day, spending 2–3 minutes each to confirm capture accuracy, correct intent/sentiment mapping, adjust system settings, and re‑sample to validate improvements. • Track recognition accuracy, false positives/negatives, intent match rates, sentiment reliability, and other tuning performance indicators; set thresholds and alerts for degradation. • Assist in researching and implementing new technologies and industry practices; stay current with advances in speech analytics, IVR, AI and contact center tools to drive incremental enhancements. Data Analysis, Insights and Reporting • Collect and analyze speech data for utterance accuracy, intent mapping, and sentiment scoring across member and employee interactions; confirm proper classification and identify mis-mapped items. • Track and trend words/phrases spoken by members; surface common member issues and friction points; quantify changes over time to measure the impact of tuning and operational adjustments. • Develop and run reports on accuracy of utterances, intents, and sentiment; monitor effectiveness of tuning efforts and make necessary adjustments based on observed outcomes. • Provide regular and ad-hoc reports and executive-ready insights to stakeholders; create and present data, trends, and recommendations to Pension Services leadership on speech analytics performance and service impacts. • Ensure appropriate knowledge base articles are delivered to the desktop based on conversation context; recommend terminology adjustments across website, IVR scripts, written communications, and counselor call scripts to remove comprehension barriers. Collaboration, Integrations and Program Administration • Coordinate with Contact Center leadership and Infrastructure Operations to evaluate, recommend, and initiate changes to telephone and speech systems; ensure changes follow governance and change‑management processes. • Collaborate with QA, IVR, Knowledge Base, Contact Center operations, and Pension Services leadership to seamlessly integrate speech analytics solutions and share findings regularly. • Work with Quality Assurance to identify trends indicating service gaps; translate analytics observations into actionable remediation plans (training, scripting, knowledge, IVR routing, etc.). • Initiate and lead regular meetings with stakeholder departments to continuously share insights, recommendations, and progress; capture and track action items through closure. • Maintain SOPs for data review, tuning workflows, re‑sampling methods, and reporting cadence; document system changes and outcomes to build organizational knowledge. • Maintain knowledge of industry trends and advancements (tools like NICE, Verint, CallMiner, Genesys) and propose pilots or adoption paths where value is clear. Performs related work as assigned.