Speech Analytics Supervisor

Vervent; Bengaluru; Presencial; INR 1.800.000 - 3.200.000; Jornada completa

Descripción de la vacante

Vervent in Bengaluru seeks a highly analytical Speech Analytics Supervisor to lead our Speech Analytics function within the Training & Quality Assurance team. The role partners with Customer Service, Quality, Training, Operations, Compliance, and Transformation across Voice and Non-Voice channels.

You will drive speech analytics strategy, governance, reporting, and executive dashboards while leading a small team of two Speech Analytics Experts, delivering insights that improve CX and operational

Formación

• 8–10 years in speech analytics or related fields.
• Experience in regulated industries preferred.
• Strong leadership and stakeholder management.

Responsabilidades

• Act as a strategic lead for Speech Analytics across customer service operations.
• Partner with business leaders to identify trends, customer pain points, and improvement opportunities.
• Convert interaction analytics into actionable insights that improve customer experience, quality, compliance, and operational performance.
• Develop governance standards, reporting frameworks, and executive dashboards.
• Define and track KPIs and ROI of speech analytics initiatives
• Identify opportunities to leverage AI, Generative AI, automation, sentiment analysis, and conversational intelligence.
• Lead evolution of speech analytics tools, taxonomy, and frameworks
• Present insights and recommendations to senior stakeholders.
• Lead, coach, and develop a team of two Speech Analytics Experts.

Conocimientos

Speech analytics expertise

Stakeholder management

Data visualization

Team leadership

Herramientas

NICE

Verint

Call Miner

Observe.AI

Genesys

Descripción del empleo

Department: Training & Quality Assurance (TQA)

Reports To: QA Manager

Role Overview

We are seeking a highly analytical and strategic Speech Analytics Supervisor to lead our Speech Analytics function within the TQA team. This role serves as a trusted partner to Customer Service, Quality, Training, Operations, Compliance, and Transformation stakeholders across Voice and Non-Voice channels. The Supervisor will drive speech analytics strategy, business insights, AI opportunities, governance, reporting, and the future speech ecosystem while leading a team of two Speech Analytics Experts.

Key Responsibilities

• Act as a strategic lead for Speech Analytics across customer service operations.
• Partner with business leaders to identify trends, customer pain points, and improvement opportunities.
• Convert interaction analytics into actionable insights that improve customer experience, quality, compliance, and operational performance.
• Develop governance standards, reporting frameworks, and executive dashboards.
• Define and track KPIs and ROI of speech analytics initiatives
• Identify opportunities to leverage AI, Generative AI, automation, sentiment analysis, and conversational intelligence.
• Lead evolution of speech analytics tools, taxonomy, and frameworks
• Present insights and recommendations to senior stakeholders.
• Lead, coach, and develop a team of two Speech Analytics Experts.

Required Qualifications

• 8-10 years of experience in Speech Analytics, Contact Center Analytics, Quality Assurance, Customer Experience, Business Intelligence, or related fields.
• Experience in Financial Services, Banking, Insurance, FinTech, or other regulated industries preferred.
• Experience supporting both Voice and Non-Voice customer service environments.
• Prior people leadership and stakeholder management experience.

Technical Skills

• Experience with NICE, Verint, Call Miner, Observe.AI, Genesys, or similar platforms.
• Strong analytical, reporting, and data visualization skills.
• Experience measuring business outcomes and executive reporting.
• Knowledge of AI-powered conversational analytics and emerging CX technologies.