Senior Data Analyst for Speech Analytics and Optimization
2 days ago
Company Overview:
Synchrony is a leading consumer financial services company delivering one of the industry's most comprehensive digitally enabled product suites.
We offer 100% work-from-home flexibility for our employees and provide excellent employee benefits and programs to promote work-life balance and overall well-being.
Job Description:
The Senior Analyst, Speech Analytics role will lead analytical expertise within the Speech function, partnering with leaders to gather and finalize reporting requirements, building monitoring infrastructure, and supporting governance frameworks.
This role will also support supplier data monitoring, measuring effectiveness, and accuracy of various use cases within Speech.
Key Responsibilities:
- Develop strong analytical frameworks to monitor supplier data lifecycle and efficiency of use cases
- Build and monitor reports, perform analysis, and create visualizations for effective oversight
- Collaborate cross-functionally to validate requirements for Text, Voice components, and other channels
- Monitor and replicate supplier data lifecycle, identifying gaps and building triggers
- Measure success and accuracy of Speech process, identifying gaps for improvement
- Exhibit statistical analysis expertise, leveraging statistics to inform business decisions
- Build dashboards, perform analysis, and create reporting using SAS, Tableau, and Python
- Automate control reporting, reducing manual effort and increasing efficiency
- Engage with analytics teams to conduct root cause and text analytics
- Support documentation of processes and procedures for validation purposes
- Drive operational excellence through projects, conducting industry research and benchmarking
- Communicate results to stakeholders and partners
Requirements:
- Bachelor's degree in engineering or 3+ years of relevant experience in banking, financial services, fintech, or customer complaints
- Experience with SAS/SQL and Tableau, highly motivated and self-starter with strong problem-solving skills
Estimated Salary: $90,000 - $110,000 per annum, based on location and industry standards.
Work Timings: 02:00 PM – 11:00 PM IST
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