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Analytic Consultant 3 Speech Analytics

Job Description At Wells Fargo, our vision is to satisfy our customers’ financial needs and help them succeed financially. In this role, you will help us deliver on our vision and build lifelong relationships with our customers. You also will demonstrate leadership through contributing to a company culture that supports customers in achieving their financial goals, team members in developing their careers, and communities in continuing to thrive. As part of a team that serves one in three American households, you will play a vital role in living our commitment to the highest ethical standards and maintaining the valued trust of our customers and communities.Wells Fargo Virtual Channels (WFVC): WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.We are looking for an experienced analyst with a focus on contact center analytics and information technology to join the Speech Analytics Team. In this role you will specialize in analyzing customer/banker interactions from recorded calls using voice analytics technology.As an analytics consultant, you will work closely with business managers and subject matter experts to understand their business objectives, needs, and priorities to perform the necessary analysis and produce the supporting details to make recommendations that will help drive improvements within WFVC. You will support the speech analytics manager in preparing and delivering executive-level presentations to communicate your findings and recommendations.In this role you will:
  • Spend most of your time developing queries using words and phrases and listening to recorded calls
  • Utilize Speech Analytics technology to identify key insights derived from customer interactions and help transform those insights into recommendations for improvements within WFVC
  • Understand and interpret results of complex speech analytics queries
  • Partner with vendor resources to refine and improve queries to maintain a high confidence level in the query results
  • Provide coaching and guidance to other Analytics Consultants in methods for optimizing queries and evaluating/interpreting results
The most successful candidate will have:
  • Proven analytical and query building skills with the ability to frame issues and opportunities, get team commitment, draw out best ideas, and drive execution based on statistical analysis and trends
  • Advanced knowledge of contact center technology
  • Present and articulate findings using tools such as Excel and PowerPoint
Important Notes:
  • During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.
  • Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.
Required Qualifications

  • 5+ years of reporting experience, analytics experience, or a combination of both; or a BS/BA degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 3+ years of reporting experience, analytics experience, or a combination of both

Desired Qualifications

  • Experience using speech analysis technology
  • Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
  • Knowledge and understanding of NICE Call Recording
  • Outstanding problem solving skills
  • Strong presentation skills
  • Strong root cause analysis skills
  • Knowledge and understanding of database querying and creating ad hoc reporting results using SQL or similar querying methods
  • Ability to create and deliver dynamic presentations
  • Experience conducting root cause analysis for data-driven process-related improvements
  • Excellent verbal, written, and interpersonal communication skills
  • Extensive knowledge and understanding of research and analysis
  • Strong analytical skills with high attention to detail and accuracy

Other Desired Qualifications
  • Experience providing analytical support to multiple business lines in a contact center environment
  • Knowledge and understanding of NICE or Nexidia Call Recording
  • Experience using data visualization tools such as MicroStrategy or Tableau including report creation, dashboards, and graphical data representation
Disclaimer

    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.



    Relevant military experience is considered for veterans and transitioning service men and women.

    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.


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