Speech Analytics Associate

Who We AreThrough our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships.  We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.We Take Care of Our PeopleAlong with competitive pay, as an employee of HCA, you are eligible for the following benefits:· Medical, Dental and Vision plans that include no-cost and low-cost plan options· Immediate 401(k) matching and vesting· Vehicle purchase and lease discounts plus monthly vehicle allowances· Paid Volunteer Time Off with company donation to a charity of your choice· Tuition reimbursementWhat to ExpectThe Associate, Speech Analytics will work with the business to monitor and evaluate the quality of the performance of call center and associates who deal with HCA's existing or potential customer calls. Day-to-day, the Associate will evaluate inbound/outbound calls, provide results and actionable insights to our business partners. The Associate will make data-driven decisions while leveraging speech analytics to deliver actionable insights. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.What You Will Do 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.What You Will Bring· 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· SQL server familiarity – basic aptitude to run SQL queries preferred· 2+ years of relevant experience within Financial Services, or related areas; Automotive Finance industry background a plus· 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 Work EnvironmentEmployees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment.The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.California Privacy NoticeThis notice only applies to our applicants who reside in the State of California.The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 ("CCPA").  If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team