Speech Analytics

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

The Speech Analyst is responsible for analysis of customer and employee conversations and interactions utilizing an advanced AI speech analytics solution. This position requires an energetic, proactive professional with strong report modeling skills. The Speech Analytics role is ideal for a highly disciplined colleague with solid collaboration, communication & data analysis reporting skills who thrives on large quantities of various types of big data analysis (examples quantitative, subjective and semi-structured data), language and technology.

ESSENTIAL DUTIES AND TASK:

• Data review & insight support: Review large volumes of customer/agent interaction data (call audio, transcripts, feedback, and metadata) to help identify trends, potential risks, and operational opportunities, compile, interpret, validate, and document conversational data using available internal and external sources that support the contact center environment, and summarize findings to support operational performance and business goals.

• Speech analytics execution & upkeep: Maintain and update speech analytics assets—including searches, categories/taxonomies, queries, reports, dashboards, and automated scorecards by applying established configurations and best-practice methodologies; recommend refinements and partner with speech analytics/QA leadership for more complex builds or material changes.

• Quality assurance call monitoring & scoring: Perform call monitoring and QA scoring to support department quality standards and applicable State/Federal requirements; actively listen to interactions to confirm adherence to policies and procedures, document results in the QA platform, and evaluation performance using defined parameters within Account Financial Services (Including collections, payments, cash transfers, chargebacks, document recordings, and system updates).

• Reporting, validation & reconciliation: Use SQL, Excel, and other analytical tools to validate and reconcile agent performance data and speech analytics outputs against defined parameters; monitor key call center performance indicators, flag notable variances, and support routine reporting and trend tracking.
• Collaboration & Knowledge: Maintain effective working relationships with agents, managers, and internal stakeholders; participate in calibration sessions, team meetings, and cross-functional discussions to support alignment on operational, quality, and compliance objectives. Maintain current knowledge of company/department processes and procedures and stay current on speech analytics capabilities and related requirements to support consistent execution and continuous improvement.

EDUCATION and/or EXPERIENCE

• High School diploma or equivalent but an associate’s degree or higher in Data Science, Computer Science, Business or other quantitative oriented fields is preferred.
• Business Analytics and/or Business Analysis background desired (1-3 years total professional experience).
• Experience in speech analytics/speech recognition a plus.
• Call center or operational experience background desired (1-3 years total professional experience)

QUALIFICATIONS

• Knowledge of various types of Speech Analytic software
• Must possess excellent time management and prioritization skills
• Must possess strong verbal and written communication skills in English, Spanish is a plus
• Must be proficient in Word, Excel and database programs
• Expert understanding of contact center Speech analytics,
• Expert understanding of quality assurance processes and practices

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