VoC Insights Analyst – Speech Analytics (AI-Enabled)

Concentrix; Manila; On-site; PHP 420,000 - 680,000; Full time

Job summary

Concentrix is seeking a VoC Insights Analyst to leverage customer feedback, journey insights, analytics, and AI-enabled tools to identify opportunities that improve customer experiences and operations. The role partners with care and service teams to transform data into actionable recommendations and executive-ready reporting.

You will collaborate with Speech Analytics and Insights Manager to define deliverables that enhance Member & Provider experiences, driving innovation and efficiencies

Qualifications

• Bachelor-level degree or equivalent experience.
• 2+ years in customer service related to healthcare payer is preferred.
• Proficiency in Excel, PowerPoint and CoPilot Studio required.
• Strong analytical and storytelling abilities with data-driven approaches.
• Excellent written and verbal communication skills.

Responsibilities

• Translate customer feedback into actionable insights and recommendations.
• Create dashboards, scorecards, and executive summaries.
• Collaborate with cross-functional teams to drive process improvements.
• Utilize AI, automation, and analytics tools to enhance insights.
• Present findings to stakeholders and influence decision-making.
• Monitor impact of implemented solutions and iterate accordingly.

Skills

Critical thinking

Storytelling

Journey mapping

Data analysis

Communication

Interpersonal skills

Education

Bachelor's degree in Program Management or Business Analysis

Tools

Excel

PowerPoint

CoPilot Studio

Job description

Concentrix is seeking a VoC Insights Analyst to leverage customer feedback, journey insights, analytics, and AI-enabled tools to identify opportunities that improve customer experiences and operations. The role partners with care and service teams to transform data into actionable recommendations and executive-ready reporting.

You will collaborate with Speech Analytics and Insights Manager to define deliverables that enhance Member & Provider experiences, driving innovation and efficiencies