Analyst - Voice Transcriptions Analytics Team

Job Description

• Analytics of customer interactions to identify emerging trends, regulatory and compliance adherence or how processes impact our customers through the use of speech transcription applications. 
• Design and implement analytics-based metrics to improve specialist coaching and identify training opportunities.
• Support migration to automated analytics-based customer satisfaction survey which uses advanced speech recognition technologies 
• Build and execute regulatory and compliance control reporting to support adherence (ADA, SCRA, TCPA, etc.)
• Collaborating / Partnering with key LOB POC’s as consultants and advisors to understand customer reporting and analysis requirements.
• Preparing reports and delivering presentations with actionable feedback derived customer insights and ideas for improvement to various levels of management.
• Assessing cost/benefit analysis for initiative prioritization and ROI optimization

Key Skills

• Medium to Advanced Analytical skills & knowledge of software packages/platforms (SQL, SAS, UNIX, Teradata, Oracle, Tableau, Eureka)
• Proficiency with Office applications (MS Excel, MS Powerpoint, MS Access, Visio, SharePoint)

Key Competencies

• Strong analytical, interpretive and problem-solving skills, which require interpreting large amounts of data and its impact in both operational and financial areas
• Excellent written and oral communication skills, and strong presentation skills
• Results and client-focused with a sense of urgency
• Self-starter works well independently and as a team player
• Ability to thrive in a dynamic and fast-paced environment

About Us

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.