Speech Analytics Junior Analyst

Supports the development and optimization of Genesys Speech-to-Text Analytics (STA) capabilities to deliver actionable call-driver, sentiment, and customer experience insights. Leverages knowledge of the Personal Investor environment to identify trends, inform Workforce Management (WFM) strategies, and drive operational improvements through data-driven recommendations. In This Role, You Will: Develop, maintain, and optimize Speech-to-Text Analytics solutions within Genesys Cloud, ensuring effective governance, scalability, and adherence to best practices. Analyze speech and interaction data to identify call drivers, customer sentiment, emerging trends, operational risks, and client experience opportunities. Deliver recurring reporting, dashboards, and ad hoc analyses that provide stakeholders with actionable insights and recommendations. Translate analytics findings into operational improvements, including enhancing wrap-up code accuracy, identifying coaching and training opportunities, and supporting process optimization initiatives. Partner with Workforce Management, Service & Operations Enablement (S&OE), Client Contact Experience (CCE), Product, and other business partners to drive adoption of analytics insights and support data-driven decision making. Support complex analytics, reporting, and enablement initiatives, ensuring timely execution, data accuracy, and effective stakeholder communication. Perform other duties and special projects as assigned. What it Takes: Experience with Genesys Cloud, Speech-to-Text Analytics preferred. Minimum of two years of related work experience. Undergraduate degree or an equivalent combination of training and experience. Strong quantitative and technical aptitude. Demonstrated attention to detail and commitment to balancing quality, accuracy, and efficiency. Strong organizational and time management skills with the ability to manage multiple priorities independently. Adaptable and flexible in a fast-paced, changing environment. Proficiency with Microsoft Excel and PowerPoint is required. Excellent written and verbal communication skills. Special Factors Sponsorship Vanguard is not offering visa sponsorship for this position. About Vanguard At Vanguard, we don't just have a mission—we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best. How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience. #J-18808-Ljbffr Vanguard