Speech Analytics Junior Analyst

The Vanguard Group • Scottsdale, PA

4d • Hybrid

About The Position

In This Role, You Will: Develop, maintain, and optimize Speech-to-Text Analytics solutions within Genesys Cloud, ensuring effective governance, scalability, and adherence to best practices. Analyze speech and interaction data to identify call drivers, customer sentiment, emerging trends, operational risks, and client experience opportunities. Deliver recurring reporting, dashboards, and ad hoc analyses that provide stakeholders with actionable insights and recommendations. Translate analytics findings into operational improvements, including enhancing wrap-up code accuracy, identifying coaching and training opportunities, and supporting process optimization initiatives. Partner with Workforce Management, Service & Operations Enablement (S&OE), Client Contact Experience (CCE), Product, and other business partners to drive adoption of analytics insights and support data-driven decision making. Support complex analytics, reporting, and enablement initiatives, ensuring timely execution, data accuracy, and effective stakeholder communication. Perform other duties and special projects as assigned.

Requirements

• Experience with Genesys Cloud, Speech-to-Text Analytics preferred.
• Minimum of two years of related work experience.
• Undergraduate degree or an equivalent combination of training and experience.
• Strong quantitative and technical aptitude.
• Demonstrated attention to detail and commitment to balancing quality, accuracy, and efficiency.
• Strong organizational and time management skills with the ability to manage multiple priorities independently.
• Adaptable and flexible in a fast-paced, changing environment.
• Proficiency with Microsoft Excel and PowerPoint is required.
• Excellent written and verbal communication skills.

Responsibilities

• Develop, maintain, and optimize Speech-to-Text Analytics solutions within Genesys Cloud, ensuring effective governance, scalability, and adherence to best practices.
• Analyze speech and interaction data to identify call drivers, customer sentiment, emerging trends, operational risks, and client experience opportunities.
• Deliver recurring reporting, dashboards, and ad hoc analyses that provide stakeholders with actionable insights and recommendations.
• Translate analytics findings into operational improvements, including enhancing wrap-up code accuracy, identifying coaching and training opportunities, and supporting process optimization initiatives.
• Partner with Workforce Management, Service & Operations Enablement (S&OE), Client Contact Experience (CCE), Product, and other business partners to drive adoption of analytics insights and support data-driven decision making.
• Support complex analytics, reporting, and enablement initiatives, ensuring timely execution, data accuracy, and effective stakeholder communication.
• Perform other duties and special projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree