Job Description
Position Description:
The Call Recording, Quality Monitoring, & Speech Analytics Specialist is responsible for the end-to-end management and optimization of call recording, quality assurance, and speech analytics solutions within the CCaaS platform. The role ensures that all customer interactions are effectively captured, analyzed, and leveraged to drive compliance, service excellence, and business insights.
Your future duties and responsibilities:
. Call Recording Management Oversee the configuration, maintenance, and monitoring of call recording systems within the CCaaS platform. Ensure compliance with legal, regulatory, and organizational requirements related to call recording and data retention. Troubleshoot and resolve issues related to call capture, storage, and retrieval
. Quality Monitoring Develop and execute quality monitoring programs to evaluate agent performance and customer interactions. Conduct regular audits of re...