Job Details

This is bilingual position (Spanish) in which the individual will be responsible for leveraging our advanced speech analytics solution (Call Miner Eureka) to identify and target customer interactions that need attention. You will incorporate the business objectives and goals to determine how to prepare reporting that will illustrate your critical findings, insights, patterns and trends in the interactions. Your analysis will be the basis for recommendations on how to steer expected behavior and challenge how the business operations engage our customers. You will reach independent decisions, when necessary, support internal and external processes and workflows, suggest improvements based on data analysis and provide insights into the enterprise operations. YOU will be key in formulating and guiding these recommendations.

This position will be responsible for working as a Product Analyst, working with our Line of Business partners and engage with them for requirement gathering for the new analytic request using Call Miner to ensure prioritization and delivery of requests.

Job responsibilities

Analytics of customer interactions to identify emerging trends, regulatory and compliance adherence or how processes impact our customers through the use of speech transcription application.   Design and implement analytics-based metrics to improve specialist coaching and identify training opportunities.  Support migration to automated analytics-based specialist/client interaction survey which uses advanced speech recognition technologies   Build and execute regulatory and compliance control reporting to support adherence (ADA, SCRA, TCPA, etc.) Collaborating / Partnering with key LOB POC’s as consultants and advisors to understand customer reporting and analysis requirements. Preparing reports and delivering presentations with actionable feedback, derived customer insights and ideas for improvement to various levels of management.

Required qualifications, capabilities, and skills

Bi-lingual (Spanish) Analytical skills & knowledge of software packages / platforms (SQL, Oracle, Tableau, Eureka) Medium to Advanced proficiency with Office applications (MS Excel, MS PowerPoint, MS Access, Visio, SharePoint) JIRA background Strong analytical, interpretive and problem-solving skills, which require interpreting large amounts of data and its impact in both operational and financial areas Excellent written and oral communication skills, and strong presentation skills Results and client focused with a sense of urgency Self-starter, works well independently and as a team player Ability to thrive in a dynamic and fast-paced environment

Preferred qualifications, capabilities, and skills

Curiosity, creativity and imagination A passion for data analysis, continuous learning and professional development Passion about visualization layout, color, appearance, and functionality Maintain composure and positive attitude during stressful situations

This position will require work from office 50-60% on a set schedule.