Senior Analyst, Quality Analytics

Job ID: E Job Description: ROLE TITLE: Senior Analyst, Quality 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 is within the Collections, Recovery and Customer Solutions Org. The EQA team works ensuring best Customer service by monitoring the Calls (Customer Interaction). The team will report into the Analytics part of Enterprise Quality Assurance Organization. The organization's objective is to support the Quality Assurance process by automating compliance controls and drive best in class customer experience as well as efficiency. Role Summary/Purpose: The Senior Analyst, Quality Analytics role will be responsible to conduct business analytics to generate insights to improve productivity, reduce quality defects and enhance customer experience by leveraging technology and analytical techniques or solutions. This includes projects related to customer analytics and segmentation, interaction and text analytics, quality assurance, automation, performance analysis, benefit estimations and reporting insights. Essential Responsibilities: • Utilize analytical solutions to develop use cases to support business opportunities and initiatives • 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 • Provide insights by leveraging cross-functional metrics from different functions • Generate innovative ideas and work on them which would have significant business impact • Proactively communicate status of projects to project owners and team members • Actively participating in team discussions and knowledge sharing forums • Communicate and engage across multiple levels in the business including senior leaders internally • Analytical and technical aptitude along with understanding business goals and correlating job to strategic initiatives • Proven track record of using sound judgment, decision making and problem solving • Perform ad-hoc data pulls and analysis as required • Excellent organization, prioritization, time management skills • Perform other duties and/or special projects as assigned Qualifications/Requirements: • Bachelor's degree in Statistics, Mathematics, Operations research with 0-2 year of overall experience • Its required to have 0- 2 years of experience with proven ability to extract unstructured and structured data with strong programming ability in SAS, SQL, R, Python or other programming languages. • Good knowledge of Microsoft Excel, PowerPoint, and Word Desired Characteristics: • Good understanding of bank card, private-label, or financial services business • Experience on tools like click fox or any other equivalent tools are highly desirable • Data analysis using Python or R highly desirable • Hands on experience on Big Data environment ELIGIBILITY CRITERIA: Bachelor's degree in engineering OR 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