Senior Data Analyst (Speech Analytics)

Job Details

• Permanent Role
• 23 - 27 LPA
• Hybrid in Bengaluru
• 1pm - 10pm IST Shift

Job Overview

The Speech Analytics Analyst will manage and improve speech analytics capabilities that turn customer call data into actionable business insights. This role combines data analysis, visualization, Python/SQL, and basic NLP concepts to identify customer trends, sentiment, and root causes. The Analyst will also monitor platform performance and communicate findings clearly to both business and technical stakeholders.

Must Haves

• Bachelor’s degree in Data Science, Computer Science, Statistics, or a related technical field
• 3–5 years of experience in speech analytics, call center analytics, Voice of the Customer, or a related analytics field
• Experience with data visualization tools such as Tableau, Power BI, MicroStrategy, and/or Databricks
• Hands-on Python experience, including working with APIs for data analysis
• Strong SQL and data warehousing/database knowledge
• Understanding of Natural Language Processing (NLP) and foundational machine learning concepts, including regular expressions (Regex)
• Strong analytical, problem-solving, and critical-thinking skills
• Ability to translate data into clear stories and present findings effectively to business and technical stakeholders

Day-to-Day

• Analyze large volumes of recorded calls and speech data to identify trends, patterns, anomalies, sentiment, and customer issues
• Develop, refine, and validate speech analytics models involving keyword detection, sentiment scoring, emotion detection, and topic categorization
• Build dashboards, reports, and presentations that translate analytics into actionable business insights
• Use Python, APIs, SQL, and data visualization tools to analyze and present customer interaction data
• Monitor speech analytics platform health, data quality, and overall performance while troubleshooting issues and managing defects
• Use speech analytics to identify potential compliance risks and support audit readiness
• Partner with Customer Experience, Quality Assurance, Operations, Compliance, and IT teams
• Support initiatives around customer journey improvement, agent coaching, compliance, and operational efficiency