Contact Center Speech Tuner

The Contact Center Speech Tuner uses speech analytics and member interaction data to identify service trends, communication barriers, and opportunities to improve Contact Center operations. This role reviews call and IVR data, develops reports and insights, and partners with Contact Center leadership, Quality Assurance, Training, Knowledge Base, and technology teams to support improvements in member experience, counselor effectiveness, call handling, and operational consistency.

WHAT YOU WILL DO:

Speech Tuning Review and Operational Monitoring
• Reviews speech tuning results, IVR interactions, and member call data to identify trends, recurring issues, and opportunities to improve service delivery.
• Monitors keywords, phrases, and call topics to ensure member concerns are being captured and categorized in a useful and consistent manner.
• Identifies patterns in call drivers, member confusion, service gaps, and communication barriers that may impact the member experience.
• Recommends updates to keyword libraries, call categories, IVR language, scripts, or knowledge resources based on observed trends.
• Tracks the effectiveness of updates and shares findings with Contact Center leadership and other business partners.

Operational Insights, Reporting & Service Improvement
• Analyzes speech analytics data to identify common member questions, call drivers, service barriers, and emerging operational trends.
• Develops recurring and ad-hoc reports that summarize key findings, trends, and recommended actions for Contact Center and Pension Services leadership.
• Uses call insights to support improvements to counselor scripting, training materials, IVR prompts, website language, written communications, and knowledge base content.
• Partners with business areas to evaluate whether operational changes are improving clarity, consistency, and member service outcomes.
• Presents findings in a clear, practical format that supports decision-making and continuous improvement.

Cross-Functional Coordination and Continuous Improvement
• Coordinates with Contact Center leadership, Quality Assurance, Training, Knowledge Base, IVR, and technology partners to review speech tuning findings and support operational improvements.
• Works with stakeholders to translate call trends and member feedback into practical action plans, such as training updates, scripting changes, knowledge base revisions, or IVR improvements.
• Facilitates regular discussions with business partners to review findings, track recommendations, and monitor progress on agreed-upon actions.
• Maintains procedures for reviewing call data, documenting findings, reporting trends, and tracking operational outcomes.
• Supports change management by documenting recommendations, decisions, and results related to speech analytics-driven improvements.

Performs related work as assigned.

WHAT YOU WILL BRING:

Required Education:
• Bachelor's degree from an accredited college or university.
• High school diploma or equivalent and additional full-time experience in contact center operations, quality assurance, training, speech analytics, member or customer service analytics, or related experience may be substituted on an equivalent year-for-year basis.

Required Experience
• Three (3) years of full-time directly related, progressively responsible experience in contact center operations, quality assurance, training, speech analytics, member or customer service analytics, or related operational work.
• Experience with speech tuning software.

Preferred Qualifications
• Experience working in a contact center, member services, customer service, or benefits administration environment.
• Experience using speech analytics, call recording, quality monitoring, CRM, knowledge base, or contact center reporting tools. With NICE/inContact contact center operations and IVR systems, including analytics tools.
• Experience developing recommendations based on call trends, quality reviews, or member/customer feedback.
• Experience supporting training, scripting, IVR, knowledge management, or process improvement initiatives.
• Experience with NICE/inContact or similar contact center platforms.

Knowledge of
• Speech tuning concepts, and their use in identifying service trends and improvement opportunities.
• Contact center operations, call handling processes, and member service delivery.
• Quality assurance, training, knowledge management, and continuous improvement practices.
• Reporting methods used to summarize trends, findings, and recommendations.
• TRS benefit programs, member communications, and operational procedures, as applicable.

Skill in
• Reviewing call and interaction data to identify trends, service gaps, and member experience issues.
• Developing reports, summaries, and recommendations for operational leaders.
• Communicating findings clearly to both technical and non-technical audiences.
• Using speech tuning software and related tools.
• Collaborating with Contact Center, QA, Training, knowledge base, IVR and technology partners.
• Developing and implementing tuning strategies for speech recognition and sentiment analysis.

Ability to
• Translate speech analytics findings into practical operational recommendations.
• Identify patterns that may impact member service, counselor effectiveness, or process consistency.
• Balance detail- oriented data review with broader business and service improvement goals.
• Work independently and manage multiple priorities in a fast-paced environment.
• Adapt to evolving technologies and processes.
• Maintain attention to detail while handling large volumes of data.
• Build and maintain positive working relationships across departments.