Sr Associate - Speech Analytics

Bread Financial Group; Bengaluru; Híbrido; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Bread Financial Group is seeking a Speech Analytics Analyst to support the day-to-day operations of the analytics platform. You will ensure stability and effectiveness of tools that convert speech data into actionable business insights.

You will monitor conversations, identify patterns, detect sentiment, and uncover root causes of customer issues while collaborating with CX, QA, Operations, Compliance, and IT teams in a hybrid work environment in Bengaluru.

Formación

• Bachelor's degree in data science, computer science, statistics, or related field.
• 3–5 years of experience with speech analytics or related fields (call center analytics, voice of the customer, etc.).
• Bachelor's degree in computer science, engineering, technical discipline.
• 3+ years of experience with data visualization tools like Tableau, Power BI, MicroStrategy, Databricks.
• 3+ years of experience with scripting languages (Python, R, API) for data analysis.
• Good at Problem Solving & Critical Thinking.
• Natural Language Processing understanding, machine learning basics (i.e. Regex expressions).
• Database & Data Management - Data Warehousing, SQL.
• Communication Skills to present clearly and effectively to business and technical stakeholders.

Responsabilidades

• Analyze large volumes of recorded speech and call data using advanced speech analytics platforms.
• Refine speech analytics models including keyword spotting, sentiment scoring, emotion detection, and topic categorization.
• Produce regular and ad hoc reports, dashboards, and presentations to communicate findings to business leaders and operational teams.
• Monitor customer interactions to ensure compliance with regulatory requirements and internal policies.
• Keep up to date with the latest technological trends and improve models accordingly.
• Develop and refine speech analytics models and continually validate tuning results.
• Monitor the health and performance of the speech analytics platform and manage defects and documentation.
• Work with CX, QA, Operations, Compliance, and IT to integrate insights into processes.

Conocimientos

Speech Analytics

NLP

Data Analysis

Python

Data Reporting

Call Center Operations

Audio Signal Processing

Educación

Data Science

Computer Science/Statistics

Herramientas

Tableau

Power BI

MicroStrategy

Databricks

Python

R

API

SQL

Descripción del empleo

Job Summary

The Speech Analytics Analyst will support the day-to-day operations of the speech analytics platform. This role is responsible for ensuring the stability, reliability, and effectiveness of analytics tools that convert raw speech data into actionable business insights. The Analyst will apply established speech analytics technologies and methodologies to monitor customer conversations, identify patterns, detect sentiment and emotion, and uncover root causes of customer issues.

Essential Job Functions

• Analyze large volumes of recorded speech and call data using advanced speech analytics platforms. Identify key trends, patterns, and anomalies in customer interactions that impact customer satisfaction and operational performance. - (20%)


• Refine speech analytics models including keyword spotting, sentiment scoring, emotion detection, and topic categorization. Continuously improve the accuracy and relevance of speech analytics algorithms through validation and tuning. - (20%)


• Produce regular and ad hoc reports, dashboards, and presentations to communicate findings to business leaders and operational teams. - (10%)


• Monitor customer interactions to ensure compliance with regulatory requirements and internal policies. Assist in identifying and mitigating compliance risks through speech analytics insights. - (10%)


• Keep up to date with the latest technological trends. Continuously improve models and techniques to adapt to new data patterns and trends. - (10%)


• Develop and refine speech analytics models including keyword spotting, sentiment scoring, emotion detection, and topic categorization. Continuously improve the accuracy and relevance of speech analytics algorithms through validation and tuning. - (10%)


• Monitor the health and performance of the speech analytic platform, triaging and resolving system issues, and managing defect tickets through resolution. Generate regular reports on tool usage and data quality and maintaining documentation to support compliance and audit readiness. - (10%)


• Work closely with Customer Experience, Quality Assurance, Operations, Compliance, and IT teams to integrate speech analytics insights into business processes. Support strategic initiatives like customer journey improvement, agent coaching, compliance adherence, and operational efficiency. - (10%)

Minimum Qualifications

• Bachelor s Degree in Data science, Computer Science, Statistics, or related field.


• 3-5 years of experience with speech analytics or related fields (call center analytics, voice of the customer, etc.).

Preferred Qualifications

• Bachelor s Degree in Computer science, Engineering, Technical Discipline.


• 3+ years of experience with data visualization tools like Tableau, Power BI, MicroStrategy, Databricks.


• 3+ years of experience with scripting languages (Python, R, API) for data analysis.


• Good at Problem Solving & Critical Thinking.


• Natural Language Processing understanding, machine learning basics (i.e. Regex expressions).


• Database & Data Management - Data Warehousing, SQL.


• Communication Skills to present clearly and effectively to business and technical stakeholders.

Skills

• Speech Analytics


• Natural Language Processing (NLP)


• Data Analysis


• Python (Programming Language)


• Data Reporting


• Call Center Operations


• Audio Signal Processing

Reports To: Supervisor and above

Direct Reports: 0

Work Environment

• Normal office environment, hybrid.

Job Family

Data and Analytics

Job Type

Regular