Speech Analytics Specialist

 Job Requisition ID: 91198 

Location Designation: Fully Remote 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

Role overview:

This position is responsible for supporting the periodic tuning and optimization of our speech analytics platform to ensure accurate and actionable insights. The role involves analyzing call recordings to identify trends, opportunities, and areas for improvement, as well as contributing to the expansion and enhancement of the Service Insights Program. The successful candidate will collaborate with cross-functional teams to deliver meaningful data-driven recommendations that enhance customer experience and operational efficiency.

What you’ll do:

• Perform regular tuning and optimization of the speech analytics platform to improve accuracy and relevance of outputs.
• Analyze call recordings and conversational data to identify trends, themes, and actionable insights.
• Collaborate with cross-functional teams to translate analytics findings into strategic recommendations.
• Identify opportunities for improving customer experience and operational efficiency through data-driven insights.
• Conduct quality assurance checks on analytics outputs to ensure data accuracy and reliability.
• Stay updated on advancements in speech analytics technologies and recommend innovative solutions.

What you’ll bring:

• 1+ years of experience in a contact center environment or experience with speech analytics software, with a strong understanding of customer interactions and data-driven analysis
• Strong ability to analyze data from conversations to identify patterns and trends and translate those findings into actionable recommendations.
• Excellent communication and teamwork skills to work effectively with cross-functional teams and stakeholders.
• Familiarity with speech analytics tools and platforms, with an understanding of how to optimize and tune them for better performance.

It is recommended that all qualified candidates apply to this posting as soon as possible.  Residents of Colorado are hereby notified that the deadline to apply is 2 weeks from the Posting Date listed above.
 

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Pay Transparency

Salary range: $40,000-$70,000 

Overtime eligible: Nonexempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits 

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise 

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

​Job Requisition ID: 91198