Lead Speech Analytics and Transcription Consultant

Wells Fargo-posted 4 months ago
$119,000 - $187,000/Yr
Full-time • Mid Level
Chandler, AZ
1,001-5,000 employees
Credit Intermediation and Related Activities
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Wells Fargo is seeking a Lead Business Execution Consultant as a highly skilled and experienced Subject Matter Expert (SME) in Speech Analytics on the Workforce Optimization Product Team. This execution consultant will coordinate, develop, and implement solutions and processes enhancing our enterprise capabilities in Speech Analytics and Transcriptions. Our mission is to drive innovation and optimization across our organization, and we are looking for a talented individual to join us in this exciting journey.

  • Define and support the rollout of Speech Analytics and Transcription offerings as part of our Workforce Optimization product across the enterprise.
  • Oversee transcription accuracy and model performance, including language detection, phonetic interpretation, and risk mitigation strategies.
  • Monitor and troubleshoot transcription pipelines, including post-call and real-time transcription workflows, and escalate issues related to audio quality, language packs, and system configuration.
  • Drive continuous improvement by analyzing trends, identifying gaps, and recommending enhancements to speech analytics models and transcription logic.
  • Support training and enablement for end users and analysts, including documentation, role-based access provisioning, and onboarding to analytics platforms.
  • Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate.
  • Perform assessments through fact-finding and data to understand current solutions requiring creative approaches to solving complex issues and develop appropriate solutions.
  • Collaborate and consult with members of the product team and business partners to drive strategic initiatives.
  • Collaborate with third-party vendors in a managed services environment to oversee the implementation, integration, and ongoing support of solutions.
  • Capture and refine requirements, user stories, including business readiness stories, ensuring acceptance criteria is clearly understood by the team.
  • Actively own the prioritization of a clearly understood product backlog aligned to the team with a vision and goal.
  • Remove impediments to achieve outcomes across the team acting as product owner and/or product manager.
  • Ensure stakeholders are informed of changes in the product backlog and provide regular communications on completed and upcoming deliverables.
  • 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
  • 5+ years of experience in speech analytics programs, preferably in a contact center, customer experience, or similar environment.
  • Proficiency in speech analytics platforms (e.g., Verint, NICE Nexidia, or equivalent).
  • Strong analytical skills with the ability to interpret complex data sets and communicate insights clearly.
  • Experience with natural language processing (NLP) and machine learning is a plus.
  • Experience with Agile practices and frameworks (e.g., Kanban, Scrum, etc.).
  • Experience in capturing business requirements.
  • Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels.
  • Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
  • Strong demonstrated experience with contact centers and contact center quality programs.
  • Ability to focus on different customers within the scope of delivery campaigns and maintain a customer-focused mentality through the end-to-end delivery strategic process.
  • 401k
  • health_insurance
  • dental_insurance
  • vision_insurance
  • life_insurance
  • disability_insurance
  • paid_holidays
  • paid_volunteer_time
  • tuition_reimbursement
  • professional_development
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