Department: Training & Quality Assurance (TQA)

nReports To: QA Manager

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nRole Overview

nWe are seeking a highly analytical and strategic Speech Analytics Supervisor to lead our Speech Analytics function within the TQA team. This role serves as a trusted partner to Customer Service, Quality, Training, Operations, Compliance, and Transformation stakeholders across Voice and Non-Voice channels. The Supervisor will drive speech analytics strategy, business insights, AI opportunities, governance, reporting, and the future speech ecosystem while leading a team of two Speech Analytics Experts.

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nKey Responsibilities

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- Act as a strategic lead for Speech Analytics across customer service operations.
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- Partner with business leaders to identify trends, customer pain points, and improvement opportunities.
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- Convert interaction analytics into actionable insights that improve customer experience, quality, compliance, and operational performance.
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- Develop governance standards, reporting frameworks, and executive dashboards.
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- Define and track KPIs and ROI of speech analytics initiatives
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- Identify opportunities to leverage AI, Generative AI, automation, sentiment analysis, and conversational intelligence.
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- Lead evolution of speech analytics tools, taxonomy, and frameworks
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- Present insights and recommendations to senior stakeholders.
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- Lead, coach, and develop a team of two Speech Analytics Experts.
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nRequired Qualifications

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- 8–10 years of experience in Speech Analytics, Contact Center Analytics, Quality Assurance, Customer Experience, Business Intelligence, or related fields.
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- Experience in Financial Services, Banking, Insurance, FinTech, or other regulated industries preferred.
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- Experience supporting both Voice and Non-Voice customer service environments.
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- Prior people leadership and stakeholder management experience.
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nTechnical Skills

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- Experience with NICE, Verint, Call Miner, Observe.AI, Genesys, or similar platforms.
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- Solid analytical, reporting, and data visualization skills.
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- Experience measuring business outcomes and executive reporting.
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- Knowledge of AI-powered conversational analytics and emerging CX technologies.
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nKey Competencies

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- Strategic Thinking
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- Stakeholder Management
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- Data-Driven Decision Making
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- Executive Communication
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- Innovation
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- Continuous Improvement
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- Leadership & Coaching
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- Change Management
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📌 Speech Analytics Supervisor (Bengaluru)
🏢 Vervent
📍 Bengaluru