Job Title: Contact Center Speech Analytics Specialist Job Summary The Contact Center Speech Analytics Specialist is responsible for analyzing customer interactions to enhance overall customer experience, identify key performance drivers, and support strategic decision-making. This role involves using advanced speech analytics tools
Key Responsibilities: • Design and maintain categories, phrases, and acoustic models to identify call drivers and agent behaviors. • Perform call redaction to mask sensitive information, ensuring strict adherence to privacy and data protection regulations. •
We are looking for an experienced Senior Quality Manager to lead quality operations across multiple campaigns within a fast-paced BPO/contact center environment. The role is responsible for driving quality performance, leading a team of Quality Managers,
Key Responsibilities: • Design and maintain categories, phrases, and acoustic models to identify call drivers and agent behaviors. • Perform call redaction to mask sensitive information, ensuring strict adherence to privacy and data protection regulations. •
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