Speech Analyst Jobs

Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of customer interactions, extract actionable interaction and sentiment insights and streamline workflows. With Observe.AI, businesses transcribe every interaction with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

The Speech Analytics delivery team is a fast growing team helping our customers maximize the value from their Observe.AI platform, enabling them to drive powerful impact and build a best in class program.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Voice AI, we encourage you to apply.

What you'll be doing:

• Learn each customer's business processes and KPIs to determine how interaction analytics can be used to improve them
• 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
• Provide thought leadership and help refresh speech analytic configurations
• 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
• Work with customers to ensure that each business initiative is supported by a strong value story
• Collaborate and assist customer business leaders to identify, plan and execute their company's strategic analytical objectives utilizing Observe.AI's voice analytics tools
• Audit and resolve accuracy issues of voice analytics data to reduce false readings

What we're looking for:

• Experience working with speech analytic tools to identify key points of interests within contact center interactions
• 2-5 years of experience
• Understanding of the contact center industry and common KPIs
• Ability to work independently and team player in a technology driven environment
• Excellent communication, presentation (both oral and written) and influencing skills
• Effective communication skills to collaborate with other internal team members to ensure resolution of problems
• Project management skills to manage expectations and communicate the priorities, status, and progress of projects to stakeholders

About Us:

Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance.

Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.

Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in Redwood City, CA with offices in Bangalore, India. For more information, please visit www.observe.ai.

What We Offer:

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.