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Senior Voice Analyst Jobs (NOW HIRING)

Pacificlife

Sr. VoC Analyst

Newport Beach, CA

$94K - $125K/yr

We're actively seeking a talented Sr. Voice of Customer (VoC) Analyst to join our Customer Measurement and Insights Team in Newport Beach, CA. As the Sr. VoC Analyst you'll move Pacific Life, and ...

Point32Health

Sr. VoC Data Analyst

Canton, MA · On-site

$90K - $114K/yr

Job Summary The Senior Voice of the Customer (VoC) Analyst plays a pivotal role in advancing customer experience strategy by serving as the technical lead of the VoC program and transforming complex ...

Point32health

Sr. VoC Data Analyst

Canton, MA

$90K - $114K/yr

Job Summary The Senior Voice of the Customer (VoC) Analyst plays a pivotal role in advancing customer experience strategy by serving as the technical lead of the VoC program and transforming complex ...

Kinder Morgan

Senior IT Voice Engineer

Houston, TX · On-site

What We Are Looking For We are seeking a Senior IT Voice Engineer for our enterprise voice and ... Analyze and resolve complex call quality and signaling issues Network & Infrastructure Engineering

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Senior Voice Analyst information

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$48.5K

$102.5K

$130.5K

How much do senior voice analyst jobs pay per year?

As of Jun 11, 2026, the average yearly pay for senior voice analyst in the United States is $102,527.00, according to ZipRecruiter salary data. Most workers in this role earn between $88,000.00 and $116,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Senior Voice Analyst, and why are they important?

To thrive as a Senior Voice Analyst, you need expertise in telecommunication systems, speech analytics, call routing, and often a degree in computer science or a related field. Familiarity with platforms like Avaya, Cisco, NICE, and certifications such as CCNA or relevant vendor-specific credentials are typically required. Strong analytical thinking, problem-solving abilities, and effective communication skills are crucial for collaborating with cross-functional teams and translating data insights into actionable improvements. These skills ensure optimized voice infrastructure, enhanced customer experience, and efficient system performance in dynamic business environments.

What is the difference between Senior Voice Analyst vs Voice Analyst?

AspectSenior Voice AnalystVoice Analyst
Required CredentialsBachelor's degree, certifications in voice technology or telecommunicationsBachelor's degree, certifications in voice systems or telecommunications
Work EnvironmentTelecommunications companies, call centers, IT departmentsTelecommunications companies, call centers, IT departments
Employer & Industry UsageUsed for advanced voice system analysis and troubleshootingUsed for basic voice system monitoring and support

The main difference between a Senior Voice Analyst and a Voice Analyst lies in experience and responsibility. Senior Voice Analysts typically handle more complex issues, perform advanced analysis, and may mentor junior staff. Both roles require similar credentials and work in comparable environments, but the senior position involves a higher level of expertise and decision-making.

What does a Senior Voice Analyst do?

A Senior Voice Analyst is responsible for managing and optimizing an organization's voice communication systems, such as VoIP networks, call centers, or unified communications platforms. They analyze voice network performance, troubleshoot issues, and implement solutions to ensure clear, reliable communication. Senior Voice Analysts often lead projects to upgrade or migrate systems, collaborate with vendors, and enforce security protocols. They may also mentor junior analysts and help develop best practices for voice technology management.

What are some common challenges faced by Senior Voice Analysts, and how can they be addressed?

Senior Voice Analysts often encounter challenges such as managing complex telephony infrastructures, ensuring high-quality voice transmission, and troubleshooting issues that may span across multiple platforms or vendors. Staying updated with evolving VoIP technologies and maintaining seamless integration with existing systems can also be demanding. To address these challenges, it's helpful to maintain strong documentation, actively participate in cross-functional team meetings, and invest in ongoing training and certifications to stay current with industry advancements.
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Senior Voice Analyst jobs near you
Sr. VoC Analyst

Sr. VoC Analyst

Pacific Life Insurance Company

Newport Beach, CA • On-site

$94K - $125K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 8 days ago

Pacific Life rating

6.8

Company rating: 6.8 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

230th of 260 rated insurance

Job description

Job Description:
Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead - our policyholders count on us to be there when it matters most. It's a big ask, but it's one that we have the power to deliver when we work together. We collaborate and innovate - pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it's the right thing to do. Pacific Life is more than a job, it's a career with purpose. It's a career where you have the support, balance, and resources to make a positive impact on the future - including your own.
We're actively seeking a talented Sr. Voice of Customer (VoC) Analyst to join our Customer Measurement and Insights Team in Newport Beach, CA.
As the Sr. VoC Analyst you'll move Pacific Life, and your career, forward by supporting the team that prioritizes customer advocacy at Pacific Life. This person will partner with a peer Sr. VoC Analyst to assist the Director, Customer Measurement & Insights and team with customer listening execution and feedback analysis.
You will fill a role that sits on a team of 7-8 people in the Consumer Markets division. Your colleagues will include professionals in Voice of the Customer (VoC) Program Management, Customer Analytics & Insights, Insights Enablement and Experience Management Platform Operations.
How you'll help move us forward:
  • Support the end-to-end design and execution of the VoC program across key touchpoints and customer segments.
  • Maintain a consistent approach to NPS, CSAT, CES, and other experience metrics.
  • Enable feedback flows across channels ensuring listening is actionable, timely, and intentional.
  • Conduct recurring analyses of customer feedback to derive actionable insights and present findings to key business partners.

Tech & Tools you'll use:
  • Customer Feedback Management: Medallia Experience Management Platform, Medallia Agent Connect Platform, Salesforce Marketing Cloud, Snowflake, Alteryx.
  • MS productivity tools (i.e., M365 Copilot, SharePoint, Teams, OneNote, PowerPoint, and Visio).
  • Agile, Hybrid, Scrum methodology tools (i.e., Azure DevOps).

The experience You bring:
  • 4+ years of experience in Customer Experience (CX) or Voice of Customer (VoC) programs.
  • 4 Year Degree
  • Survey setup and delivery, using website and email as channels, requiring a knowledge of technical field-mapping, audience management, and email build and delivery.
  • Salesforce Marketing Cloud, Medallia Experience Management Platform, M365 Copilot, SQL, HTML, CSS, and Javascript experience for supporting survey program development.
  • Survey design and sampling methodology
  • NPS, CSAT, CES, and other metric analysis
  • CX maturity modeling and benchmarking
  • Closed-loop feedback facilitation

What will make you stand out:
  • 4+ years of Life Insurance and Annuities highly preferred
  • Able to collaborate with team members and leadership; effective influencing and negotiating skills.
  • Strong work planning, organization, and management skills; attention to detail; problem-solving to maintain target date delivery.
  • Must be a self-starter, well-organized, effectively manage time, and adapt rapidly to new developments and changing priorities.

You can be who you are.
People come first here. We're committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What's life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.
#LI-KP1
Base Pay Range:
The base pay range noted represents the company's good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.
$93,600.00 - $114,400.00
Your Benefits Start Day 1
Your wellbeing is important to Pacific Life, and we're committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we've got you covered.
  • Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
  • Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
  • Paid Parental Leave as well as an Adoption Assistance Program
  • Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are
We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.
What's life like at Pacific Life? Visit Instagram.com/lifeatpacificlife
EEO Statement:
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.
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About Pacific Life

Sourced by ZipRecruiter

When you purchase life insurance and retirement solutions, you're buying a promise. A promise that today, tomorrow or ten years from now, we'll be there. For more than 150 years, our clients have trusted Pacific Life to protect what matters most to them - their families, their businesses, their futures.

Industry

Finance and insurance

Company size

1,001 - 5,000 Employees

Headquarters location

Newport Beach, CA, US

Year founded

1868

Social media

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