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PROJECT NAME: Applied Intelligence
POSITION TITLE: Data Scientist Specialist
WORK SETUP: Hybrid
OVERALL PURPOSE:
We are seeking a highly skilled and detail-oriented Speech Analytics Specialist to join our Customer Operations Transformation team, within its Data&AI org. The successful candidate will be responsible for leveraging speech analytics technology to analyze customer interactions and derive actionable.
RESPONSIBILITIES:
Speech Analytics Implementation & Maintenance
Configure and maintain speech analytics software.
Develop and manage speech analytics models and call categorization schemes.
Ensure the integrity and quality of data within the system.
Data Analysis & Insight Generation
Analyze large volumes of call data to identify trends, patterns, and insights.
Generate reports and dashboards to communicate findings to stakeholders.
Provide actionable recommendations to improve customer service, sales, and compliance based on analysis.
Cross-Functional Collaboration
Work closely with Service Delivery, Quality, Training teams to understand their needs and provide tailored analytics solutions.
Participate in strategy meetings to align speech analytics objectives with business goals.
Continuous Improvement
Monitor and refine speech analytics processes and models to enhance accuracy and relevance.
Stay updated with the latest trends and advancements in speech analytics technology.
Training & Support
Train team members and stakeholders on how to use speech analytics tools and interpret the results.OTHERS:
Project Shift Schedule: Mid Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig, Uptown Bonifacio Tower 3
SKILL AND QUALIFICATIONS:
At least 2 years of experience in Data Science, with at least 2 years in NLP-focused roles.
Proven track record in building and deploying AI/ML models in production environments.
Knowledge with any GenAI / LLM APIs (OpenAI, Anthropic, Google PaLM, Azure OpenAI, etc.) is good to have
Experience in customer support, contact center analytics, agent coaching, or customer experience analytics is a strong plus.Education:
Bachelor’s/Master’s degree in Computer Science, Data Science, AI/ML, Statistics, or related fields.
Open to other courses for candidates that have relevant experience.
