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
Qualifications- Bachelor's degree in a related field required
- Minimum of 3 years of experience in quality assurance, speech analytics, or contact center systems administration
- Experience with Verint Workforce Optimization, Speech Analytics, and Five9 platforms preferred
- Supervisory or team leadership experience preferred
- Strong understanding of call center metrics and quality monitoring practices
- Strong analytical, problem-solving, and data interpretation skills
- Experience with reporting tools, dashboards, and performance analytics
- Strong written and verbal communication skills
- Proficiency with Microsoft Office applications
- Knowledge of healthcare, Medicaid, or public programs preferred
