Speech Analytics Associate

Hyundai Capital•Irvine, CA

8d•Hybrid

About The Position

The Associate, Speech Analytics will work with the business to monitor and evaluate the quality of the performance of call center and associates who deal with HCA’s existing or potential customer calls. Day-to-day, the Associate will evaluate inbound/outbound calls, provide results and actionable insights to our business partners. The Associate will make data-driven decisions while leveraging speech analytics to deliver actionable insights. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

Requirements

2+ years of relevant experience within Financial Services, or related areas; Automotive Finance industry background a plus.
Experience in quality monitoring and performing speech analytics - call monitoring system experience such as Nexidia preferred.
Experience leading, planning and implementing initiatives, including development of project plans, status/tracking reports and executive-level decks/presentations.
Experience influencing cross-functional teams.
Strong analytical skills with high attention to detail and accuracy.
Conceptual thinking and problem-solving skills.
Ability to 'story-tell' to ensure insights are articulated in a clear and straightforward way.
Extensive communication and teamwork skills with both internal and external customers; ability to drive change.
Advanced MS Office (specifically Excel and PowerPoint) to effectively aggregate/analyze critical business data and present findings. Demonstrates ability to visually show results with charts, pivot tables, and advanced tools.
SQL server familiarity – basic aptitude to run SQL queries preferred.

Nice To Haves

Coaching experience is preferred.
Bachelor’s degree preferred.

Responsibilities

Conduct targeted listening activities to identify trends and insights gathered from speech analytics media sets; identify opportunities for improvements within the defined line of business or scope of work.
Extract and analyze speech analytics data to discover meaningful insights. Structures an analytical approach to finding and solving business problems. Build interaction queries within the Nexidia application and work with stakeholders to create target media sets. Perform root cause analysis and develop recommendations for solutions.
Prepare and summarize findings with the data and insights for readout. Collaborates with the business to facilitate implementation of the identified solution(s).
Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.
Participate in internal and departmental business reviews to support knowledge sharing and performance coaching.
Perform all other duties as assigned.