Speech Analytics Supervisor

Department: Training & Quality Assurance (TQA)

Reports To: QA Manager

Role Overview

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.

Key Responsibilities

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

Required Qualifications

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

Technical Skills

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

Key Competencies

• Strategic Thinking
• Stakeholder Management
• Data-Driven Decision Making
• Executive Communication
• Innovation
• Continuous Improvement
• Leadership & Coaching
• Change Management