Senior Speech Analyst

A Senior Speech Analyst delivers significant value to contact center operations by leveraging advanced speech analytics tools to extract actionable insights from customer interactions. They analyze call recordings and transcriptions to identify trends, recurring issues, and opportunities for process improvement. Their expertise helps uncover root causes of customer dissatisfaction, monitor compliance with scripts and regulations, and highlight coaching opportunities for agents. This data-driven approach streamlines operations, reduces call handling times, and enhances overall customer service quality.

On a broader business level, the Senior Speech Analyst's insights inform strategic decision-making and drive continuous improvement. Their work supports targeted training programs, refines customer engagement strategies, and aligns contact center goals with organizational objectives. By translating complex speech data into clear recommendations, they enable leadership to make informed choices that improve customer satisfaction, increase retention, and contribute to revenue growth and competitive advantage.

The office is located in Kraków, with a hybrid working model (50/50).

• Bachelor’s degree or equivalent experience (minimum 5 years of prior relevant experience in an analytical role).
• 3+ years working in a contact/call center setting (at any level).
• Demonstrated proficiency working with Speech Analytics technology (Verint, NICE/Nexidia, CallMiner or similar).
• C1 English level required.
• High level of proficiency in MS Excel (macros, formulas, pivot tables, V-lookups).
• Excellent knowledge of data structures and proficiency in working with SQL or other business querying tool.
• Excellent analytical, mathematical and creative problem-solving skills.
• Ability to manage multiple projects within committed timelines; strong multi-tasking and prioritization skills.
• Sound communication skills, able to accurately and effectively communicate with peers and leaders in other groups both verbally and in writing.
• Ability to create and maintain strong working relationships with colleagues and clients.

• Develops, prepares and analyzes reports with complex analysis and data for management review, and presents to various levels of management.
• Works cross-functionally in analyzing, designing, and developing business solutions, and assists with communication with various levels of the business to demonstrate the value of the program.
• Supports the CX Analytics Leader by providing analytical support for multiple, complex cross-functional projects simultaneously, coordinates with internal and external resources as needed.
• Assists in improving processes, systems or products to enhance contact center performance.
• Builds, tests, validates and modifies Speech Analytics queries in accordance with set processes and data governance standards.
• Conducts new (business) user training on Speech Analytics solution.
• Works with the CX Analytics Leader to assess requests and inquiries from the business related to Speech Analytics capabilities, reports, dashboards, alerts and projects.
• Conduct call listening & manual data capture as needed, to support Speech Analytics projects.