Speech Analytics Supervisor

Job Description

Department: Training & Quality Assurance (TQA)

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Reports To: QA Manager

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Role Overview

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We 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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Key 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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Required 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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Technical Skills

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• Experience with NICE, Verint, Call Miner, Observe.AI, Genesys, or similar platforms.
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• Strong 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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Key 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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