Speech Analytics Analyst

Job description

The Speech Analytics Analyst role is based within Credit and Risk, Collections.
 
The role of the Speech Analytics Analyst is to be responsible for defining and implementing categories of speech using the Verint Speech Analytics programme, sourced from the Collections inbound and outbound telephony calls.  The SAA will be responsible for identifying opportunities, trends, initiatives and tactics by analysing calls, presenting trends to the business, and driving effective strategies into actionable plans to support the Bank's financial and customer service goals.
 
This is a new role in a young, dynamic and growing team with an opportunity to help shape and form the direction of this new team. There is direct interaction with the business as well as an opportunity to collaborate with colleagues in other call centre locations to share knowledge and best practice. This is an opportunity to be at the forefront of new technology being deployed in the Bank, and help build knowledge and expertise in the area of speech analytics. The role holder will be working with the Verint Speech Analytics (VSA) programme.
 
Your responsibilities will include:
Effectively deploy Verint Speech Analytics software and statistical analysis techniques to provide insights and analyses and facilitate continuous improvement.
Challenging how effectively Collections strategy is deployed and working with the Credit Risk Management and Collections stakeholders to deploy more effective strategies.
Supporting the business on queries relating to contact strategies and issues.
Collaborating with key stakeholders to steer transformation initiatives and improve customer experience.
Independently undertaking research and delivering solutions that will drive employee engagement to meet personal and business goals.
Standardising and implementing best practice.
Understanding policy and regulatory guidelines and how these affect strategy.
Ensuring the fair treatment of customers remains at the heart of our personal and organisational objectives.

Desired profile

The ideal candidate for this role will have:
Relevant product knowledge including knowledge of statistical analysis techniques
Experience of using relevant software packages, i.e. Excel, PowerPoint
Experience working in relevant environment/s, i.e. call centre analytics, is desirable but not essential
Highly developed analytical skills to extract information from data and translate it to business language and financial impacts is desirable but not essential
Past working experience on relevant systems, i.e. Verint, Nexidia, Callminer, is desirable but not essential
A track record of gaining an understanding of customers' needs and delivering excellent customer service
A flexible and adaptable approach to change and will support others to respond in a similar way
Achieved targets and met expectations whilst supporting and encouraging others to do the same
Experience of supporting others' performance, enabling them to achieve by providing clear direction, motivation and support
Excellent spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Experience in planning projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
The ability to understand and interpret straightforward financial data
In addition to the details listed above, the ideal candidate will have:
Excellent decision making and problem solving ability
Ability to use data to challenge current work practice
Self-motivation and customer focus
Excellent stakeholder management skills
Excellent verbal and written communication skills
Aptitude for business intelligence
The base location for this role is Birmingham.
 
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values. We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.

About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.