[ref. d8164101] Call Center | Speech Analytics - Manila

Accenture in the Philippines is currently looking for talented individuals for our Speech Analytics Specialist role.

About the Role: As an Speech Analytics Specialist, you will perform the following (but not limited to) duties and responsibilities:

• Configure and maintain speech analytics software.
• Develop and manage speech analytics models and call categorization schemes.
• Ensure the integrity and quality of data within the system.

• Analyze large volumes of call data to identify trends, patterns, and insights.
• Generate reports and dashboards to communicate findings to stakeholders.
• Provide actionable recommendations to improve customer service, sales, and compliance based on analysis.

• Functional Collaboration
• Work closely with Service Delivery, Quality, Training teams to understand their needs and provide tailored analytics solutions.
• Participate in strategy meetings to align speech analytics objectives with business goals.

1. Continuous Improvement -Monitor and refine speech analytics processes and models to enhance accuracy and relevance. -Stay updated with the latest trends and advancements in speech analytics technology.
2. Training & Support -Train team members and stakeholders on how to use speech analytics tools and interpret the results.

About You: The ideal candidate will have the following skills and experience:

• Must have Bachelor's Degree (any degree)
• Minimum of 3 years of experience in speech analytics, speech data analysis, or a related field
• Experience with natural language processing (NLP) and experience on at least one speech analytics platforms (e.g., Genesys, Verint, NICE, CallMiner)
• Experience in Customer Service / Customer Care industry
• Experience in SQL and Python is good to have only
• Must be willing to work on-site in Taguig City

Please ensure that all required information is provided within 24 hours to facilitate the processing of your application.

Please indicate Job Boards & Job Street in “How Did You Hear About Us?” section in your Workday application so that we can easily track your application.

What’s in it for you? Start your Accenture journey to enjoy these benefits:

• HMO coverage (medical, dental, mental health) from day 1 of employment
• Free medicines for you and your dependents*
• Expanded maternity leave up to 120 days*
• Expanded paternity leave up to 30 days*
• Employee Stock Purchase Plan
• Paid Sick and Vacation Leaves
• Allowances, company bonuses, and performance incentives
• Loyalty and Christmas Gift
• Inclusion and Diversity Benefits
• Flexible working arrangements
• Company-sponsored trainings like upskilling and certification
• Volunteering opportunities
• Terms and Conditions Apply