Speech Analytics Analyst
Some careers open more doors than others.
If you're looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
The role of the Speech Analytics Analyst (SAA) is to lead and direct the delivery of all Speech Analytics activity across RBWM Credit Control Services (CCS) utilising the Verint Speech Analytics tool (VSA). The SAA will seek to identify improvement opportunities and agree priorities with key stakeholders that will target improvements in the following key areas:
· Customer Experience
· Loan Impairment Charge
· Operational Effectiveness
The SAA will ensure compliance with all operational policies, procedures and policies.
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.
We are currently seeking an experienced individual to join this team in the role of Speech Analytics Analyst
In this role, you will:
· Utilisation of the VSA to drive operational insight through the completion of Call Categorisation, Root Cause Analysis and Call Sampling and translating the findings into clear business opportunities and recommendations through the provision of verbal and written communications to key stakeholders in CCS
· Identify opportunities, trends, initiatives and tactics from daily management of Speech insights, and escalate these to the relevant areas to support financial and enhanced customer experience goals across CCS in line with optimisation and strategy aims
· Challenge ‘HOW' effectively existing strategies are deployed across CCS, and will work with stakeholders to develop and deploy more effective strategies that help deliver the Bank's strategic plan
· Proactively identify improvement opportunities, drive solutions into actionable strategic plans and build strong stakeholder relationships, adopting a joined up approach, to execute change at pace and with minimum conflict
· Define success measurements / metrics for Speech Analytics and provide clear reporting demonstrating value delivered