Senior Analyst, Speech Analytics

Job ID: E

Job Description:

ROLE TITLE: Senior Analyst , Speech Analytics

COMPANY OVERVIEW: 

Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industry’s most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more. 

• We have recently been ranked #5 among India’s Best Companies to Work for 2023 , #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India . We have been ranked Top 5 among India’s Best Workplaces in Diversity, Equity, and Inclusion , and Top 10 among India’s Best Workplaces for Women in 2022. 

• We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore. 

ORGANIZATIONAL OVERVIEW:

The role within the Enterprise Complaints & Customer Experience Organization under the Speech L3 Process. The Speech team works on building the framework and improving the accuracy of identification and tagging of customer interactions through Speech within various use cases. The team will report into the Speech Operations Optimization Leader's organization. The organization's objective is to support the business with identifying themes, enhance reporting and leverage speech to make effective business decisions.

ROLE SUMMARY/PURPOSE:

The Senior Analyst, Speech Analytics role will be responsible forleading analytical expertisewithin the Speech function. This includes partnering with leaders within the Speech organization and the broader organization to gather and finalizeanalytical and reporting requirements, support in building and automating a strong monitoring and reporting infrastructure for the Speech team. This role will also be pivotal in supporting the governance framework of the Speech product lifecycle.This role will be responsible for partnering with the Speech Run Leader for supplier data monitoring and with the Speech Operations Optimization leader for measuring and reporting out effectiveness and accuracy of various use cases within Speech.

KEY RESPONSIBILITIES:

Support in building a strong and robust analytical framework within the Speech cycle to help monitor the Supplier data lifecycle and efficiency of the various use cases

Build and monitor reports, perform analysis and produce effective visualizations that can aid in providing effective oversight to the Speech product lifecycle

Engage cross functionally to gather validation requirements for Speech analytics, for Text, Voice components and other channels

Collaborate with the Speech Run Leader to monitor and replicate the Supplier data lifecycle and identify gaps along with building effective triggers to identifyProactively identify validation opportunities and conduct gap analysis 

Collaborate with the Speech Operations Optimization Leader and their team to monitor and performance of the various Speech use case deployed. The key responsibilities will be to measure the success and accuracy of the Speech process and identify gaps and/or areas of opportunity for improvement of the system.

Exhibit expertise in performing statistical analysis and leverage statistics to support leadership in making sound business decisions

Build effective dashboards, perform analysis, provide oversightand create reporting by leveraging SAS, Tableauand Python and other analytical tools.

Build, run and automate new and existing control reporting utilized by the Speech product team to reduce manual effort, risk of errorsand increase efficiency of the process.

Engage with other Analyticsand reporting teams to conduct root cause and text analytics to identify opportunities 

Assist in documentation of process and procedures leveraged for the Speech validation purposes including designing process and control job aids. 

Support projects to drive operational excellence as subject matter experts. Conduct industry research and provide benchmarking information to business related to Speech efficiency and use cases

Work independently with stakeholders to gather project requirements / inputs, develop analysis approach, execute analysis & present findings. 

Communicate business results/interpretations to stake holders and various partners to get their buy-in 

Actively participating in team discussions and knowledge sharing forums 

Strong Analytical and technical aptitude along with understanding business goals and correlating job to strategic initiatives 

Perform ad-hoc data pulls and analysis as required

Excellent organization, prioritization, time management skills 

Perform other duties and/or special projects as assigned 

REQUIRED SKILLS/KNOWLEDGE:

Bachelor's Degree or 3+ years business related experience

Experience with SAS/SQL & Tableau in an internship or previous full-time roles

Highly motivated, self-starter with strong problem-solving skills with an ability to deliver multiple requests against tight deadline requirements.

Strong organizational skills and self-starter

DESIRED SKILLS/KNOWLEDGE:

Python expertise is a plus

Ability to work independently and with others.

Goal-oriented and objective-driven Creativity and problem-solving skills

High degree of flexibility and ability to anticipate and drive change

Strong communication skills;

Learner-centric mindset

Goal-oriented and objective-driven Creativity and problem-solving skills

High degree of flexibility and ability to anticipate and drive change

ELIGIBILITY CRITERIA:

Bachelor's degree in engineeringOR in lieu of a degree, 3+ years of relevant work experience in banking, financial services, fin tech, fraud investigation and/or customer complaints.

WORK TIMINGS: 02:00 PM – 11:00 PM (IST)

FOR INTERNAL APPLICANTS: 

• Understand the criteria or mandatory skills required for the role before applying 

• Inform your manager and HRM before applying for any role on Workday 

• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format) 

• Must not be any corrective action plan (First Formal/Final Formal, PIP) 

• Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible. 

Grade/Level: 08