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.

WHAT YOU WILL BRING:

Required Education:
• Bachelor's degree from an
accredited college or university.
• High school diploma or equivalent and additional full-time experience in contact center operations, quality assurance, training, speech analytics, member or customer service analytics, or related experience may be substituted on an equivalent year-for-year basis.

Required Experience
• Three (3) years of full-time
directly related, progressively responsible experience in contact center
operations, quality assurance, training, speech analytics, member or customer
service analytics, or related operational work.
• Experience with speech tuning
software.

Preferred Qualifications
• Experience working in a contact
center, member services, customer service, or benefits administration
environment.
• Experience using speech
analytics, call recording, quality monitoring, CRM, knowledge base, or contact
center reporting tools. With NICE/inContact contact center operations and IVR
systems, including analytics tools.
• Experience developing
recommendations based on call trends, quality reviews, or member/customer
feedback.
• Experience supporting training,
scripting, IVR, knowledge management, or process improvement initiatives.
• Experience with NICE/inContact
or similar contact center platforms.

Knowledge of
• Speech tuning concepts, and
their use in identifying service trends and improvement opportunities.
• Contact center operations, call
handling processes, and member service delivery.
• Quality assurance, training,
knowledge management, and continuous improvement practices.
• Reporting methods used to
summarize trends, findings, and recommendations.
• TRS benefit programs, member
communications, and operational procedures, as applicable.

Skill in
• Reviewing call and interaction
data to identify trends, service gaps, and member experience issues.
• Developing reports, summaries,
and recommendations for operational leaders.
• Communicating findings clearly
to both technical and non-technical audiences.
• Using speech tuning software and
related tools.
• Collaborating with Contact
Center, QA, Training, knowledge base, IVR and technology partners.
• Developing and implementing
tuning strategies for speech recognition and sentiment analysis.

Ability to
• Translate speech analytics
findings into practical operational recommendations.
• Identify patterns that may
impact member service, counselor effectiveness, or process consistency.
• Balance detail- oriented data
review with broader business and service improvement goals.
• Work independently and manage
multiple priorities in a fast-paced environment.
• Adapt to evolving technologies
and processes.
• Maintain attention to detail
while handling large volumes of data.
• Build and maintain positive
working relationships across departments.