Associate - Business Speech Analyst I

Date: Jul 2, 2019

Location: New York, NY, US

Company: New York Life Insurance Co

 

A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

 

The Business Speech Analyst 1 will be enthusiastic about leveraging speech analytics to help provide excellent customer service to NYL clients. Leveraging NYL or industry business knowledge, you will work to help create categories and measures that will classify client interactions. No prior knowledge of speech analytics or CallMiner is required for this postion, as extensive training opportunities will be available.

Major Responsibilities

  • Build categories (groupings of words to classify Call types)
  • Maintain CallMiner system (i.e. administrative responsibilities)
  • Work with offshore team to perform quality reviews of categories
  • Basic reporting
  • Review calls to identify trends and patterns to provide insights to business partners
  • Adhoc searches to provide insights to business partners

Qualifications

  • Experience in conducting Call Center quality reviews
  • Experience with providing reporting to internal stakeholders
  • Ability to think critically and provide insights

SF:EF-LS1
#LI-LS1
 

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

 

EOE M/F/D/V

 

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