Contact Center Speech Tuner

In the Pension Services Division, we cultivate connection with our more than 2 million valued members by striving for excellence through counseling and administering benefits for retirees, active members, and employers. It is our goal to ensure our members have personalized service for pension benefits every day. Joining our fast-paced team you’ll have the opportunity to create meaningful experiences by learning the ins and outs of our business alongside a committed and collaborative community. Through coaching and mentorship, you’ll gain the skills you need to achieve your career goals at TRS while earning member trust and making a positive impact in their lives.

About the Role

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.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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.
• 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.
• Experience 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.

Location: TRS Headquarters Building, 14655 Mueller Boulevard, Austin, Texas, 78723, United States