Location Designation: Fully Remote
Group Benefit Solutions deliverscomprehensive 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 beingthere 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.