Job Description - Quality Analyst
Position: Speech Analytics Analyst
Location: Noida

About R Systems
R Systems is seeking a dedicated and analytical Speech Analytics Analyst to join our growing team. In this role, you will analyze customer interactions and speech data to uncover actionable insights that improve customer experience, operational efficiency, and overall business performance. You will work with advanced speech analytics platforms and collaborate with multiple stakeholders to drive data-driven decision-making.

Key Responsibilities
• Analyze customer call recordings and interaction data to identify trends, patterns, customer behaviors, and process improvement opportunities.
• Perform detailed speech analytics studies to measure customer experience, agent performance, and operational effectiveness.
• Develop reports, dashboards, and visualizations to communicate insights and recommendations.
• Identify recurring customer concerns, compliance issues, and service gaps through speech and text analytics.
• Collaborate with Operations, Quality, Training,



and Business teams to implement improvement initiatives based on analytical findings.
• Monitor key performance indicators (KPIs) and customer experience metrics.
• Support root cause analysis and provide recommendations for process optimization.
• Generate regular and ad-hoc management reports highlighting key observations and business impacts.
• Stay updated with emerging trends and technologies in speech analytics, AI, and customer experience management.

Required Skills & Qualifications
• Bachelor's degree in Business, Analytics, Statistics, Data Science, Computer Science, or a related field.
• 1-5 years of experience in Speech Analytics, Quality Analytics, Business Analytics, or Customer Experience Analytics.
• Robust analytical and problem-solving skills with attention to detail.
• Experience working with speech analytics platforms and reporting tools.
• Excellent verbal and written communication skills

📌 Quality Analyst (Noida)
🏢 R Systems
📍 Noida