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Title:  Bilingual (English/French) Senior Analyst, Business Intelligence & Speech Analytics- Toronto, ON

 

 

 

Requisition ID: 74002

 

Join the Global Community of Scotiabankers to help customers become better off.

 

Purpose

As the Senior Analyst of Call Centre Business Intelligence and Speech Analytics, you will take direction from and works closely with reporting manager and perform a key role in the delivery of actionable insights extracted from the Speech Analytics, NPS surveys and Others. You will assist to develop, automate, and streamline reporting solutions for better business intelligence capabilities.

You will also work closely with partners within the IT&S and support groups to ensure efficient delivery of the technical solutions necessary to achieve goals. You may be required to manage an initiative from concept to measurement, which includes but is not limited to speech analysis, cost and benefit analysis, business case writing, project implementation and measurement.

Accountabilities

  • Develops and maintains Speech Analytics queries, category library and searches:
    • Develop, validate and calibrate Speech queries (French and English) and term search procedures to ensure customer’s and audit requirements are met
    • Assist Speech Analytics Manager to maintain the detailed category library (French and English)
    • Conduct monthly/quarterly/annual health check and calibration on existing Speech queries and term searches
  • Provide Business Intelligence to internal customers throughout the bank:
    • Perform analyses by studying speech query results and data from multiple sources (e.g.: CMS, Verint, Medallia, Hierarchy, EDL, EDW) to provide a comprehensive view of the customer interaction.
    • Respond to ad-hoc requests in a timely manner and ensure analytical deliverables are accurate and insightful to satisfy contact centres business needs.
    • Proactively identify call deflection and process improvement opportunities through ad-hoc and deep dive analyses
    • Communicate analysis findings to internal customers and provide creative solutions to complex business problems
    • Design and transition reports into Power BI for better access control, visualization and business intelligence capabilities.
    • Develops and improve reporting solutions to streamline reporting process and heighten the understanding of key business drivers to enable decision makers with accurate and relevant information
  • Relationship Management:
    • Coordinates with the Manager on team objectives.
    • Act as an SME to front line managers to support accurate interpretation of reports and analyses results.
    • Assist in IT ticket and support ticket tracking management for Speech Analytics, Power BI, and applications applicable in the team
  • Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
  • Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment; communicating vison/values/business strategy and managing succession and development planning for the team.

 

Qualifications

  • Written and verbal French is a requirement;
  • Computer programming ability in any of the followings: SQL, SAS, VBA, MS Access, Python, Power BI
  • Strong problem-solving and analytical skills;
  • BI solution experience in translating business requirement into data specification and vice versa.
  • Good knowledge of MS applications (Word, PowerPoint, Excel);
  • Strict confidentiality and discretion are required as the role deals with highly sensitive information;
  • Good knowledge of bank products, processes and customer service experience;
  • Knowledge of Speech Analytics and Bank related software (AS400, Intralink; PEGA, TSYS) is an asset;
  • Spanish is an asset;
  • A recognized post-secondary degree in business, math, statistics or a related discipline;

 

 

Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.

 

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.


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