Data Speech Analyst

Job Description

You will be working in the Genesys Speech Miner data analytics tool, building the filters necessary to glean out actionable insights, analyzing the results, determining actionable initiatives, preparing executive level reporting - 50% of time. You will be building, accessing, distributing reporting insights and working with teams to close the actionable insights - 30% of time and administrative agent quality analyst duties, performing first line and check the checker quality evaluations, conducting calibration sessions, developing agent quality reporting insights - 20% of time.

Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The Perks of being an Equifax Employee?

• We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.
• Grow at your own pace through online courses at Learning @ Equifax.

What You’ll Do

• Ability to build filtering protocol in speech analytics tool, gather relevant insights, analyze and assess qualitative data, resulting in actionable insights.
• Ability to apply speech analytic strategy, establishing the requirements for mining speech analytics and then synthesizing the results into actionable information.
• Make decisions and recommendations based on qualitative data.
• Ability to formulate weekly and monthly quality work plans when necessary.
• Ability to perform quality analyst role, completing quality evaluations as necessary, primarily in ancillary small business groups, i.e., NCTUE, etc.
• Ability to coordinate and lead quality calibration sessions when required.
• Ability to convey data in writing, prepare executive level slides and communicate results
• Ability to carry out assigned duties and understand when to seek help
• Ability to work independently and cross functionally and understand the importance of building relationships within the organization.
• Ability to honor commitments, meet deadlines and re-prioritize deliverables when necessary
• Once speech analytic insights are gathered, ability to build closed loop processes with other teams, i.e, training, vendor management, IT, etc. to remediate any defined gaps.

Qualifications

• Required technical or specialized skills needed: Moderate Data manipulation skills with google sheets, google slides and google docs
• BA required
• 3+ years of experience in speech analytics

Extra Points for any of the Following

• Speech Miner expert, focused on real time, ad hoc analytics. What are our consumers telling us daily and how can we improve?
• Develop appropriate speech miner filters as necessary to data mine speech interactions, looking for actionable intents
• Develop recommendations for actionable insights
• Develop reporting for actionable insights and mitigation plans for improvement
• Conduct Quality evaluations as necessary
• Conduct Call calibration sessions as necessary

Success Attributes of an Equifax employee; does this describe you?

• Accountability
• Bravery
• Curiosity
• Collaboration
• Think and act differently
• Trust
• Ownership
• Decide-Execute-Ship

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

Primary Location:

Function:

Schedule: