Team Lead-Speech Analytics (BPO)

Summary:

Avantive Solutions is looking for a Team Leader - Speech Analytics who can contribute enormously to implementing solutions leveraging AI tools to improve sales, customer satisfaction, and compliance adherence. Trained in scoping improvement projects and carrying out action plans utilizing speech analytics software within strict timelines under the guidance of the speech analytics Manager. Display a keen interest in detail-oriented analytics; be a self-starter; and be attentive to observing process failures/opportunities through communication at all levels and validate them through data. Proactively delve into data to discover scope of improvement and have great aptitude to devise solutions.

Key Responsibilities:

• Recognize agent or process opportunities from operations meetings, calibration, call scores, dashboards, KPI targets, quality reports, and AI-based tool reporting
• Build queries on an AI tool for capturing opportunities, failures, gaps, improving scorecards, for specific business requirements, improving sales, and on requests from Operations or Quality teams. Schedule reporting from the AI tool to all the stakeholders
• Perform a daily system test of the speech analytics tool, report the identified issues to the vendor, and if necessary, to the internal stake holders
• Update the news article on the tool requested by Marketing, Operations, and Quality teams. Identify the need for coaching on specific topics/campaigns/procedures to build news articles and publish on the tool
• Add and update activities on the AI tool for any survey, poll, rewards, or KPI and review the result in reports and dashboards
• Coordinate with Operations, Quality and Leadership to discuss the modification, addition, or deletion in scorecards
• Review the accuracy of scorecards timely. Take input from Operations and Quality to improve scores
• Monitor manual scoring by QAs and QA reports on the AI tool. Point out inaccuracies, give feedback, refreshers, and prepare Job aids to keep everyone in agreement with the process
• Prepare detailed AI-driven reports highlighting agent performance, sentiment trends, and compliance adherence, process KPIs, and custom KPIs
• Monitor AI-generated predictive analytics to anticipate potential performance risks and proactively implement solutions

Skills and Qualifications:

• Strong experience with speech analytics and AI-based quality monitoring tools (e.g., NICE Nexidia, Verint, CallMiner, Observe.AI, or similar)
• Analytical mindset with the ability to interpret AI-generated insights and translate them into actionable strategies
• Advanced knowledge of call center KPIs, compliance frameworks, and quality assurance methodologies
• Proficiency in reporting tools, dashboards, and data visualization platforms (Excel, Power BI, Tableau, PPT etc.)
• Excellent communication skills, both written and verbal. Spanish is a plus, not required
• Ability to collaborate with different teams to effectively leverage AI tools for process improvement

Education Qualifications & Experience:

• Bachelor’s degree in any field, Data or Business Analytics or a related field (preferred)
• 3+ years of experience in call centre quality assurance, with at least 2 years working with speech analytics or AI-driven monitoring tools