Speech Analyst - II

About Us

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty.

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

The Opportunity

As a speech Analyst you will be needed to analyze spoken language data and derive insights. This role requires a strong background in data mining within speech and text analytics, data analysis, or a related area, with experience in speech recognition, NLP, or voice analytics. In this role you will collaborate with cross-functional teams to enhance speech-based applications, customer interactions, and AI voice technologies.

What you’ll be doing 

Configure and Automate Quality Assurance

• Understand customer quality evaluation forms for pilots and proof of concepts.
• Configure trackable points of interest from evaluation forms into the Observe.AI dashboard.
• Automate scoring for evaluation forms using speech analytics tools.
• Audit and resolve accuracy issues of voice analytics data to reduce false readings.
• Provide thought leadership and refresh speech analytic configurations.

Business Process Analysis and Improvement

• Learn each customer's business processes and KPIs.
• Determine how interaction analytics can be used to improve business processes.
• Collaborate with customer business leaders to identify, plan, and execute strategic analytical objectives using Observe.AI's voice analytics tools.
• Work with customers to ensure each business initiative is supported by a strong value story.

Issue Resolution and Value Measurement

• Anticipate and identify issues and conflicts to diffuse potential problems.
• Provide an escalation path to ensure swift resolution of customer issues.
• Discover unique areas of interest for each customer and tie those metrics to measurable ROI.

Key Deliverables

• Build Speech Based queries for key business metrics
• Automated QA processes, helping customers glean insights from up to 100x the volume of evaluations they were before.
• Playbooks and thought leadership by vertical and horizontal.
• Incredible stories of business impact and positive change within our customers.

Some of the other coolest things you deliver:-

• Automated QA processes, helping customers glean insights from up to 100x the volume of evaluations they were before
• Playbooks and thought leadership by vertical and horizontal
• Incredible stories of business impact and positive change within our customers 

What you bring to the role 

• Experience working with speech analytic tools to identify key points of interests within contact center interactions
• Bachelor’s or Master’s degree in Linguistics, Data Science, Computer Science, Cognitive Science, or a related field
• 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
• Knowledge of GenAI prompts for query building will be an added advantage

• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive) recognition and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

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. For more information, visit www.observe.ai.