Speech Analytics Specialist

World Travel Holdings is seeking a Speech Analytics Specialist for its Contact Center Telephony team. In this remote role, the Speech Analytics Specialist is responsible for owning, optimizing, and advancing speech analytics, quality management, and reporting & data analytics capabilities of our customer interactions. This role plays a key part in enhancing operational excellence, customer satisfaction, and data-driven decision-making through comprehensive speech analytics and quality management practices.

About World Travel Holdings
World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

• Speech Analytics: Own and manage the speech analytics features including the collection, analysis, and interpretation of customer interactions across various channels (primarily speech, additionally text). Utilize speech analytics to derive actionable insights and recommendations for improving the customer experience, operational efficiency, and compliance
• Quality Management: Take ownership of the quality management capabilities of the platform ensuring the consistent application of quality standards in customer interactions. Develop and maintain quality monitoring processes, calibration sessions, and agent coaching programs to improve service quality and compliance
• Reporting and Data Analytics: Own the reporting and data analytics capabilities, leveraging data to provide valuable insights and performance metrics. Develop and maintain reporting dashboards, conduct data analysis, and identify opportunities for improvement and strategic enhancements
• Process Optimization: Continuously assess and enhance processes related to speech analytics, quality management, and reporting to drive operational efficiency and data accuracy
• Strategic Initiatives: Collaborate with management to define, implement, and monitor strategic initiatives aimed at optimizing speech analytics, quality management, and data analytics
• Stakeholder Collaboration: Work closely with various teams across the organization to gather input and feedback, ensuring analytics and quality efforts align with business goals
• Documentation: Maintain comprehensive documentation related to analytics processes, quality standards, and reporting practices

• Bachelor's degree in a related field with 2 years of related work experience
• Proven experience with speech analytics, quality management, and data analytics
• Inherent curiosity and strong analytical skills encompassing data mining, data manipulation, report development, and visualization
• Ability to uncover and translate data into actionable insights, and effectively communicate findings and recommendations to both technical and non-technical stakeholders
• Proficient with Microsoft Office Suite--- Excel, Word, PowerPoint, and Outlook, as well as data and visualization tools such as Tableau, Power BI, and Cognos
• Excellent communication and interpersonal skills for collaboration and feedback collection
• Detail-oriented and highly organized
• Strong problem-solving skills and a proactive approach to process optimization
• Effective time and project management skills
• Experience in cloud communications and contact center technologies is a plus