Wells Fargo is seeking to drive innovation and optimization across the organization by enhancing enterprise capabilities in Speech Analytics and Transcriptions.
Requirements
5+ years of experience in speech analytics programs, preferably in a contact center, customer experience, or similar environment.
Proficiency in speech analytics platforms (e.g., Verint, NICE Nexidia, or equivalent).
Strong analytical skills with the ability to interpret complex data sets and communicate insights clearly.
Experience with natural language processing (NLP) and machine learning is a plus.
Experience with Agile practices and frameworks (e.g., Kanban, Scrum, etc.).
Experience in capturing business requirements.
Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
Responsibilities
Define and support the rollout of Speech Analytics and Transcription offerings as part of our Workforce Optimization product across the enterprise.
Oversee transcription accuracy and model performance, including language detection, phonetic interpretation, and risk mitigation strategies.
Monitor and troubleshoot transcription pipelines, including post-call and real-time transcription workflows, and escalate issues related to audio quality, language packs, and system configuration.
Drive continuous improvement by analyzing trends, identifying gaps, and recommending enhancements to speech analytics models and transcription logic
Support training and enablement for end users and analysts, including documentation, role-based access provisioning, and onboarding to analytics platforms
Perform assessments through fact-finding and data to understand current solutions requiring creative approaches to solving complex issues and develop appropriate solutions.
Collaborate with third-party vendors in a managed services environment to oversee the implementation, integration, and ongoing support of solutions.
Other
Ability to work on-site
This position is not eligible for Visa sponsorship.
5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels.
Strong demonstrated experience with contact centers and contact center quality programs.
