Speech Analytics Analyst

Truist Financial • Atlanta, GA

394d

About The Position

The Speech Analytics Analyst at Truist Bank is responsible for advocating process improvements and operational enhancements that impact both internal and external customers. This role involves acting as an individual contributor within a team that provides data-driven insights across the enterprise, focusing on call listening analysis to drive process improvements. The analyst will leverage Speech Analytics Software and collaborate with various business lines to produce analytic insights that support informed decision-making and optimize business results.

Requirements

• Bachelor's degree in Computer Science, Business, Mathematics, or Information Technology-related field, or equivalent education and related training.
• Two to five years of experience in analysis.
• Analytical and creative problem-solving skills - ability to generate actionable insight and recommendations from complex analytics and large datasets.
• Good verbal and written communication skills.
• Ability to work independently or as a member of a team.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
• Ability to travel, occasionally overnight.
• Experience with Speech Analytics Tools like Nexidia or AWS Contact Lens.

Nice To Haves

• Previous experience in the banking industry.
• Previous experience with Digital (Zelle, BillPay, Digital Wallet, Truist Online Banking App).
• Previous experience working in Fraud, Deposits, or Payments.
• Understanding and implementation experience with Speech Analytics Tools and query building.
• Experience with SAS, Python, or SQL.

Responsibilities

• Develop ad-hoc and advanced analytical insights to drive business value, utilizing speech analytics solution.
• Extract, interpret, analyze, validate, and integrate data using internal and external appended data sources to develop intelligence that draws conclusions and supports business goals.
• Partner on target initiatives as assigned; work independently leveraging qualitative analysis techniques through call listening and discovery.
• Monitor, summarize and inform leadership about internal processes and trends that impact the organization's customers and employees, producing actionable information to understand these processes and trends.
• Foster communication and partnership across multiple levels of the organization including engagement with mid-level managers.
• Maximize relationships and build trust with partners while supporting efforts aligned to LOB and company goals.
• Pursue business outcomes valued through increased revenue and/or efficiency leveraging data-driven insights powered by analytics in support of enhanced decision-making.
• Focus on continuous improvement in decision science delivery and outcomes in pursuit of business optimization.
• Tell the Customer Story through a series of call clips, PowerPoint and other visual tools.
• Champion the use of tools to solve business challenges and deliver solutions that are timely, accurate, and repeatable.
• Exercise sound judgment, risk management, and foster a client-centric culture throughout design, development, and deployment practices.
• Present insights to senior leaders throughout Truist.

Benefits

• AD&D insurance
• Paid holidays
• Health insurance
• Dental insurance
• 401(k)
• RSU
• Pension plan
• Vision insurance
• Life insurance

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees