Williamsville, NY 14221, USA
icrunchdata Network
Overview: The Customer Voice Analyst will support the M&T Customer Service Organization in solving analytical challenges that range from solutions for improving our customer experience, reducing customer friction, and retaining our customer base to optimizing operations. This role is a great opportunity to join the team and be a part of a large initiative and see it through to implementation and beyond while working with multiple leaders to identify business needs. The Customer Voice Analyst will aid in developing customized solutions to most effectively utilize the new software in order to optimize phone agent or phone representative performance and the customer experience. The Customer Voice Analyst will analyze customer conversations and interactions utilizing an advanced speech analytics platform. Analyze recorded audio and audio-based data to identify critical insights, patterns and trends based on these large data sets to support sales and service initiatives within defined areas of the Bank. Produces related reports, analyzes the results and communicates findings along with associated recommendations resulting from the analysis. This role requires an analytical background ideally from a call center environment and the ability to communicate effectively across multiple departments within customer service organization and the bank. You will apply your data management skills to ingest, wrangle and explore external and internal data to gain business insights and work on projects that apply your data skills to work on projects such as sentiment and text/speech analytics. Primary Responsibilities: Use an advanced speech analytics platform to construct searches from recorded customer conversations and interactions within defined areas of the Bank. Understand, collate and analyze structured and unstructured data from the speech analytics engine and existing client databases. Produce related reports, complete automated analyses and identify critical topics, themes, patterns and trends from these data sources. Make appropriate recommendations based on the analyses to address discovered issues; define data strategies that solve related business problems. Work with others in the organization to convey the findings and recommendations as well as coordinate efforts and/or activities to address discovered issues. Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management. Promote an environment that supports diversity and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned. Scope of Responsibilities: The use of speech analytics helps the organization understand what customers think of our products and services, including measuring and improving customer satisfaction levels, measuring empathy during customer calls, identifying processes and policies that create customer friction, identifying and verifying trends that pertain to a specific product offering, and improving efficiency and effectiveness of supporting performance management programs for employees. Specific to the Bank, speech analytics is initially targeted to the call center environments in the Contact Center and Customer Asset Management. Supervisory/Managerial Responsibilities: Not Applicable Education and Experience Required: Bachelor’s degree and a minimum of 3 years’ business analytics and/or data management experience, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 3 years’ business analytics and/or data management experience Prior experience working with large data sets Strong project management skills Strong analytical skills Strong verbal and written communication skills Education and Experience Preferred: Bachelor’s degree in Computer Information Systems, Computer Science or Linguistics Prior experience in speech analytics and speech recognition, inclusive of query building, category building, creation of speech analytics reports and configuration of reports Prior call or contact center experience Prior experience within the Bank Prior experience in a sales, operations or service-oriented environment Background in linguistics Six Sigma Green or Black Belt certified Experience using pertinent business intelligence software [...]