Quality/Speech Analytics SupervisorAutomated Health Systems • Marlborough, Massachusetts, United States
Quality/Speech Analytics Supervisor
Automated Health Systems
- Marlborough, Massachusetts, United States
- Marlborough, Massachusetts, United States
À propos
Quality / Speech Analytics Supervisor
to oversee quality assurance operations and speech analytics systems within a high-volume contact center environment.
This role serves as the technical and operational lead for quality monitoring platforms, ensuring accurate data capture, system optimization, and actionable performance insights. This position is onsite at our Marlborough office.
The Quality / Speech Analytics Supervisor works closely with operations, quality assurance, and IT teams to support performance improvement, maintain system integrity, and drive data‑driven decision‑making across the organization.
Benefits
Health / Dental / Vision insurance
401(k)
Employee Wellness Program
Comprehensive and ongoing training
Strong company culture with career growth opportunities
Responsibilities
Supervise quality assurance staff and oversee daily quality monitoring operations
Manage and optimize speech analytics and quality management platforms (e.g., Verint, Five9)
Ensure accurate call recording, data capture, and system integration across platforms
Develop and refine speech analytics categories, queries, and reporting tools
Monitor system performance and troubleshoot technical or operational issues
Collaborate with leadership to develop dashboards, scorecards, and performance reports
Analyze quality and speech analytics data to identify trends and improvement opportunities
Provide coaching and feedback to leadership and staff based on quality insights
Ensure compliance with quality standards, policies, and procedures
Support continuous improvement initiatives and operational optimization efforts
Assist with system updates, configuration changes, and special projects
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Compétences linguistiques
- English
Avis aux utilisateurs
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