Speech Analyst - II New

About Us

Observe.AI enables enterprises to transform how they connect with customers - through AI agents and copilots that engage, assist, and act across every channel. From automating conversations to guiding human agents in real time to uncovering insights that shape strategy, Observe.AI turns every interaction into a driver of loyalty and growth. Trusted by global leaders, we’re creating a future where every customer experience is smarter, faster, and more impactful.

Why Join Us

At Observe.AI, speech analysis isn’t just about understanding words—it’s about uncovering insights that shape customer experiences and advance AI voice technologies. As a Speech Analyst, you’ll work with spoken language data to identify patterns, improve speech-based applications, and drive impactful business outcomes.

You’ll partner closely with customers and cross-functional teams to configure and automate quality assurance, build speech-based queries, and transform evaluation forms into actionable insights. By applying speech analytics to uncover trends, resolve accuracy issues, and improve business processes, you’ll help organizations achieve measurable ROI and scale their QA programs far beyond traditional limits. If you’re looking for an opportunity where your expertise turns raw conversations into business impact, your ideas shape the future of customer experience, and your growth is supported by solving meaningful challenges with a talented team, this is the place for you.

What you’ll be doing

• Configure and automate QA by transforming customer evaluation forms into trackable insights within the Observe.AI dashboard.
• Automate scoring of evaluation forms using speech analytics tools.
• Audit and resolve accuracy issues in voice analytics data to reduce false readings.
• Provide thought leadership by refreshing and optimizing speech analytics configurations.
• Analyze customer business processes & KPIs to identify areas for improvement.
• Leverage interaction analytics to improve business outcomes and enhance operational efficiency.
• Collaborate with customer leaders to plan and execute strategic analytical initiatives.
• Build speech-based queries to track key business metrics and drive measurable ROI.
• Deliver automated QA processes at scale, enabling customers to analyze up to 100x more evaluations.
• Create playbooks and impactful stories showcasing business transformation through voice analytics.

What you bring to the role

• 4-8 years of experience working with speech analytic tools to identify key points of interests within contact center interactions
• Understanding of call center KPIs such as AHT, CSAT, FCR, Upsell,Call Driver, NPS etc
• Analyze voice and chat interactions to identify trends, pain points, and opportunities across customer touchpoints
• Excellent verbal and written communication skills, effectively engaging with customers across various scenarios, including inquiries, complaints, and complex support situations
• Ability to work independently and team player in a technology driven environment
• Bachelor’s or Master’s degree in Linguistics, Data Science, Computer Science, Cognitive Science, or a related field

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply.