call center quality analysts

Abstract: In high-stakes domains such as finance, critical information evolves through multi-party interaction. Recovering these changes and their sources is fundamental to reliable speech understanding. Existing speech benchmarks focus on transcription, local understanding, and turn-level state prediction, leaving joint decision evolution across speakers insufficiently evaluated. We introduce DecisionTraceBench, a speech state-tracking benchmark for Decision-Critical Information State Tracking (DCIST). It jointly evaluates decision event sequences, speaker attribution, scope, and temporal evidence, using trajectory-level F1 to measure complete event-chain recovery. Our dataset comprises Chinese financial dialogues involving two to four speakers, with 100.39 hours of synthetic audio and 8.61 hours of human-performed recordings. On a fixed cohort of human-performed recordings, five cascaded systems and two direct-audio models achieve DCIST scores of 5.73% to 21.35%. Ablations with speaker-labeled reference scripts and no temporal localization requirements yield a maximum score of only 38.72%. Audio perturbation experiments further show that overall transcription error rates do not adequately reflect complete trajectory recovery. These findings reveal limitations in jointly understanding information provenance and state evolution, providing a benchmark for evaluating decision-process understanding and decision traceability in high-stakes speech applications.

Abstract: We introduce Conversational Voice Aesthetic Model, a speech large language model for describing the voice aesthetics of real or synthetic speech responses in natural conversational contexts. Given a context and a response speech, CVAM describes salient moments that characterize the voice and predicts nine categorical attributes spanning gender, pitch, pacing, emotion, and delivery. The key challenge lies in perceptual fields such as emotion and delivery, which are inherently subjective and lack definitive ground truth. Therefore, we collect ~10 human annotations for each of 3k real and synthetic responses derived from the CANDOR corpus. CVAM is supervised finetuned on synthesized aesthetic descriptions and labels, then optimized with Group Relative Policy Optimization on human judgments. Experiments show that CVAM better agrees with human listeners than Gemini 3.1 Pro and open-source speech LLMs, and outperforms single-human-vs.-rest agreement. Together, we demonstrate the importance of grounding voice aesthetics in human perception and propose a principled framework for human alignment.