Contact Center Speech Tuner

The Contact Center Speech Tuner uses speech analytics and member interaction data to identify service trends, communication barriers, and opportunities to improve Contact Center operations. This role reviews call and IVR data, develops reports and insights, and partners with Contact Center leadership, Quality Assurance, Training, Knowledge Base, and technology teams to support improvements in member experience, counselor effectiveness, call handling, and operational consistency. WHAT YOU WILL DO: Speech Tuning Review and Operational Monitoring • Reviews speech tuning results, IVR interactions, and member call data to identify trends, recurring issues, and opportunities to improve service delivery. • Monitors keywords, phrases, and call topics to ensure member concerns are being captured and categorized in a useful and consistent manner. • Identifies patterns in call drivers, member confusion, service gaps, and communication barriers that may impact the member experience. • Recommends updates to keyword libraries, call categories, IVR language, scripts, or knowledge resources based on observed trends. • Tracks the effectiveness of updates and shares findings with Contact Center leadership and other business partners. Operational Insights, Reporting Service Improvement • Analyzes speech analytics data to identify common member questions, call drivers, service barriers, and emerging operational trends. • Develops recurring and ad-hoc reports that summarize key findings, trends, and recommended actions for Contact Center and Pension Services leadership. • Uses call insights to support improvements to counselor scripting, training materials, IVR prompts, website language, written communications, and knowledge base content. • Partners with business areas to evaluate whether operational changes are improving clarity, consistency, and member service outcomes. • Presents findings in a clear, practical format that supports decision-making and continuous improvement. Cross-Functional Coordination and Continuous Improvement • Coordinates with Contact Center leadership, Quality Assurance, Training, Knowledge Base, IVR, and technology partners to review speech tuning findings and support operational improvements. • Works with stakeholders to translate call trends and member feedback into practical action plans, such as training updates, scripting changes, knowledge base revisions, or IVR improvements. • Facilitates regular discussions with business partners to review findings, track recommendations, and monitor progress on agreed-upon actions. • Maintains procedures for reviewing call data, documenting findings, reporting trends, and tracking operational outcomes. • Supports change management by documenting recommendations, decisions, and results related to speech analytics-driven improvements. Performs related work as assigned.