Speech Analyst - II

Observe.AI; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Excellent medical insurance options

Yearly privilege and sick leaves

Generous holidays and parental leave policies

Learning & Development fund

Flexible benefit plans for tax exemptions

Job summary

A leading AI customer experience platform in Bengaluru is looking for a Speech Analyst to leverage speech analytics tools for enhancing customer interactions. You will be responsible for transforming evaluation forms into actionable insights, automating quality assurance processes, and collaborating with cross-functional teams to drive impactful business outcomes. The ideal candidate has over 4 years of experience in speech analytics, strong communication and project management skills, and an understanding of the contact center industry.

Qualifications

• 4+ years of experience working with speech analytic tools in contact center interactions.
• Strong communication skills for team collaboration.
• Knowledge of project management to ensure progress reporting.

Responsibilities

• Configure quality evaluation forms into Observe.AI dashboard.
• Automate scoring using speech analytics.
• Auditing voice analytics data accuracy.

Skills

Speech analytics tools

Effective communication skills

Understanding of contact center KPIs

Project management skills

Presentation skills

Ability to work independently

Job description

Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business.

Observe.AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end‑to‑end workflows with AI agents. It also enables teams to guide and augment human agents with AI copilots, and analyse 100% of human and AI interactions for insights, coaching, and quality management.

Companies like DoorDash, Affordable Care, Signify Health, and Verida use Observe.AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel.

Why Join Us

At Observe.AI, speech analysis isn’t just about understanding words - it’s about uncovering insights that shape customer experiences and advance AI voice technologies. As a Speech Analyst, you’ll work with spoken language data to identify patterns, improve speech‑based applications, and drive impactful business outcomes.

You’ll partner closely with customers and cross‑functional teams to configure and automate quality assurance, build speech‑based queries, and transform evaluation forms into actionable insights. By applying speech analytics to uncover trends, resolve accuracy issues, and improve business processes, you’ll help organizations achieve measurable ROI and scale their QA programs far beyond traditional limits. If you’re looking for an opportunity where your expertise turns raw conversations into business impact, your ideas shape the future of customer experience, and your growth is supported by solving meaningful challenges with a talented team, this is the place for you.

What You’ll be Doing

• Understand the quality evaluation forms of our pilot and proof of concept customers and configure trackable points of interest from these evaluation forms into the Observe.AI dashboard in order to augment & automate customer quality assurance processes
• Automate scoring for evaluation forms through configuring speech analytics tools
• Audit and resolve accuracy issues of voice analytics data to reduce false readings
• Provide thought leadership and help refresh speech analytic configurations
• Learn each customer’s business processes and KPIs to determine how interaction analytics can be used to improve them
• Collaborate and assist customer business leaders to identify, plan and execute their company’s strategic analytical objectives utilizing Observe.AI’s voice analytics tools
• Work with customers to ensure that each business initiative is supported by a strong value story
• Anticipate and identify issues & conflicts to diffuse potential problems and, if necessary, provide an escalation path to ensure swift resolution of customer issue
• Discover unique areas of interest for each customer and tie those metrics to measurable ROI
• Understand customer’s business and identify value add solutions related to Revenue,Retention and Registration as an opportunity to showcase high ROI
• Have a good understanding to Contact center industry and how we can create correlation between different KPIs
• Support pre‑sales engagements by partnering with Sales Engineers during customer discovery, demos, and evaluations.
• Own and execute POC / POV engagements, including requirements gathering, configuration, validation, and outcome presentation.
• Design and deliver custom demos aligned to specific customer use cases and industry verticals.
• Manage and maintain demo accounts and demo environments across multiple verticals such as Collections, Healthcare, Financial Services, Sales, Retail, and others.
• Collaborate closely with Sales, Product, and Engineering teams to support deal cycles and ensure customer success.
• Translate customer requirements into speech analytics configurations that clearly demonstrate measurable business value and ROI.

What You’ll Bring to the Role

• 4+ Experience working with speech analytic tools to identify key points of interests within contact center interactions
• Effective communication skills to collaborate with other internal team members to ensure resolution of problems
• Understanding of the contact center industry and common KPIs
• Project management skills to manage expectations and communicate the priorities, status, and progress of projects to stakeholders
• Excellent communication, presentation (both oral and written) and influencing skills
• Ability to work independently and team player in a technology driven environment

Benefits

• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive) recognition and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non‑traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you’re ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.