Quality Analyst

Job Description - Quality Analyst

Position: Speech Analytics Analyst

Location: Noida

About R Systems

R Systems is seeking a dedicated and analytical Speech Analytics Analyst to join our growing team. In this role, you will analyze customer interactions and speech data to uncover actionable insights that improve customer experience, operational efficiency, and overall business performance. You will work with advanced speech analytics platforms and collaborate with multiple stakeholders to drive data-driven decision-making.

Key Responsibilities

• Analyze customer call recordings and interaction data to identify trends, patterns, customer behaviors, and process improvement opportunities.
• Perform detailed speech analytics studies to measure customer experience, agent performance, and operational effectiveness.
• Develop reports, dashboards, and visualizations to communicate insights and recommendations.
• Identify recurring customer concerns, compliance issues, and service gaps through speech and text analytics.
• Collaborate with Operations, Quality, Training, and Business teams to implement improvement initiatives based on analytical findings.
• Monitor key performance indicators (KPIs) and customer experience metrics.
• Support root cause analysis and provide recommendations for process optimization.
• Generate regular and ad-hoc management reports highlighting key observations and business impacts.
• Stay updated with emerging trends and technologies in speech analytics, AI, and customer experience management.Required Skills & Qualifications
• Bachelor's degree in Business, Analytics, Statistics, Data Science, Computer Science, or a related field.
• 1-5 years of experience in Speech Analytics, Quality Analytics, Business Analytics, or Customer Experience Analytics.
• Strong analytical and problem-solving skills with attention to detail.
• Experience working with speech analytics platforms and reporting tools.
• Excellent verbal and written communication skills.
• Strong presentation skills with the ability to explain complex findings to non-technical stakeholders.
• Proficiency in Microsoft Excel, PowerPoint, and data visualization tools.
• Ability to work independently and collaborate effectively across teams.
• Understanding of customer service operations and contact center metrics.Preferred Skills
• Experience with speech recognition and transcription technologies.
• Knowledge of customer experience frameworks and contact center KPIs.
• Familiarity with CRM platforms and reporting systems.
• Experience in data visualization tools such as Power BI, Tableau, or similar platforms.
• Exposure to AI-driven analytics and conversational intelligence solutions will be an added advantage.Roles & Responsibilities

You Will Be Responsible For:

• Conducting in-depth analysis of speech and interaction data.
• Identifying customer behavior trends and operational improvement opportunities.
• Collaborating with stakeholders to understand business challenges and provide actionable insights.
• Designing reports, dashboards, and presentations for leadership reviews.
• Supporting continuous improvement initiatives through analytical findings.
• Ensuring accuracy and consistency in data collection, analysis, and reporting.