Senior Specialist, Bilingual Speech Validation

Job Description:

Role Summary/Purpose:

The Senior Specialist, Bilingual Speech Validation role will be responsible for listening & validation of calls to support the business requirements of Targeted Complaint Monitoring, Complaint tagging, and other key projects, use cases, and initiatives. They will be responsible for providing support in the execution of Targeted Complaint Monitoring controls to ensure that defined criteria are monitored. The Senior Specialist will project suggestions on criteria changes depending on project requirements and conduct validation and calibration sessions as needed.

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Essential Responsibilities:

• Execution of Targeted Complaint Criteria Monitoring

• Validate and tag calls appropriately depending on business requirements

• Identify keywords and phrases related to the business use case and summarize the observations effectively

• Partner cross-functionally with internal and external resources to develop project deliverables 

• Facilitate calibration sessions with functional leads and business users

• Support projects to drive operational excellence as subject matter experts

• Support with the development of Speech queries or search algorithms, tuning or test and learn activities involving call listening to validate the accuracy of Speech event tagging as and when business requires.

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Must be bilingual and fluent (verbal and written) in both English and Spanish 

• Bachelor's degree in any discipline or in lieu of degree, Minimum 2 years of experience in Quality Assurance

• Quality Assurance Experience

• Demonstrated communication and documentation skills in the English and Spanish language

• Strong critical thinking and analytical skills

• Proficient in Microsoft Office Products and skilled in Microsoft Excel

Desired Characteristics:

• In-depth understanding of various functional processes within Synchrony   

• Strong Operational Process Quality Assurance Experience

• Knowledge of Speech Analytics Concepts

• Complaints Operations experience

• Experience on tools like Prosodica, Verint or any other equivalent tools are highly desirable

• Data analysis using SAS is a plus

• Highly motivated, self-starter with strong problem-solving skills with an ability to deliver multiple requests against tight deadline requirements

• Ability to work independently and with others.  

• Ability to collaborate effectively using Microsoft Teams  

• Fundamental understanding of computers and web-based technology  

• Goal-oriented and objective-driven Creativity and problem-solving skills     

Grade/Level: 07

The hourly rate range for this position is $24.00 - $33.50/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience or skill level.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees