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Hyundai Capital Canada · 1 week ago

Speech Analytics Associate

Headquarters 13161 Michelson Dr. Ste 1900

Full-time

Hybrid

Entry, Mid Level

$64K/yr - $96K/yr

2+ years exp

Hyundai Capital America is a financial services company that provides a wide range of products for Hyundai, Genesis, and Kia customers. The Speech Analytics Associate will monitor and evaluate call center performance, analyze speech data, and provide actionable insights to enhance customer experience and support business needs.

AutomotiveFinanceFinancial Services

Responsibilities

Conduct targeted listening activities to identify trends and insights gathered from speech analytics media sets; identify opportunities for improvements within the defined line of business or scope of work

Extract and analyze speech analytics data to discover meaningful insights. Structures an analytical approach to finding and solving business problems. Build interaction queries within the Nexidia application and work with stakeholders to create target media sets. Perform root cause analysis and develop recommendations for solutions

Prepare and summarize findings with the data and insights for readout. Collaborates with the business to facilitate implementation of the identified solution(s)

Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance

Participate in internal and departmental business reviews to support knowledge sharing and performance coaching

Perform all other duties as assigned

Qualification

Speech analyticsNexidiaAnalytical skillsFinancial Services experienceSQLProject managementCoachingConceptual thinkingMS OfficeCommunication skillsTeamworkProblem-solving

Required

2+ years of relevant experience within Financial Services, or related areas; Automotive Finance industry background a plus

Strong analytical skills with high attention to detail and accuracy

Conceptual thinking and problem-solving skills

Ability to 'story-tell' to ensure insights are articulated in a clear and straightforward way

Extensive communication and teamwork skills with both internal and external customers; ability to drive change

Advanced MS Office (specifically Excel and PowerPoint) to effectively aggregate/analyze critical business data and present findings. Demonstrates ability to visually show results with charts, pivot tables, and advanced tools

Preferred

Experience in quality monitoring and performing speech analytics - call monitoring system experience such as Nexidia preferred

Experience leading, planning and implementing initiatives, including development of project plans, status/tracking reports and executive-level decks/presentations

Experience influencing cross-functional teams

Coaching experience is preferred

Bachelor's degree preferred

SQL server familiarity – basic aptitude to run SQL queries preferred