Full-Time Quality Analyst - Speech Analytics & AI

Speech Analytics & AI-Driven Quality Monitoring:

• Work closely with the AI development team to develop AI solutions and conduct machine learning and accuracy testing
• Utilize speech analytics software to analyze call transcripts, detect sentiment, and identify compliance risks or service gaps
• Apply AI-driven quality monitoring solutions to automate and enhance the evaluation process
• Identify recurring themes in customer inquiries to drive targeted training and operational improvements
• Support the AI development team to track customer sentiment, compliance adherence, and escalation triggers

Call Monitoring, Evaluation & Compliance:

• Review customer interactions for adherence to quality, compliance, and performance standards
• Use AI-driven analytics to identify coaching opportunities, sentiment trends, and agent knowledge gaps
• Ensure compliance with industry regulations, data security standards, and customer experience best practices

Coaching & Agent Development:

• Leverage AI-generated insights to provide targeted coaching and feedback to improve agent performance
• Conduct data-backed coaching sessions, using real-time AI analytics to highlight areas for improvement
• Collaborate with training teams to design AI-driven training modules based on identified agent skill gaps

Process Improvement & Data Analysis:

• Identify emerging trends in customer interactions and provide recommendations to improve service delivery
• Use speech analytics dashboards and AI-generated reports to present actionable insights to leadership
• Work closely with IT and data science teams to optimize AI-based quality monitoring tools

Reporting & Performance Metrics:

• Prepare detailed AI-driven quality reports highlighting agent performance, customer sentiment trends, and compliance adherence
• Track KPIs such as Call Quality Scores, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR)
• Monitor AI-generated predictive analytics to anticipate potential quality risks and proactively implement solutions

Key Performance Indicators (KPIs):

• Accuracy & efficiency of AI-driven quality assessments
• Reduction in compliance risks and customer complaints
• Improvement in CSAT, NPS, and call resolution rates
• Agent performance improvement post AI-driven coaching
• Effectiveness of AI models in identifying sentiment and quality trends

What is the last date for applying to the job?

Which countries are accepted for this remote job?