Location:
Bradford, Chatham or London.
Occasional travel to other offices may be required. Working Pattern:
Hybrid—typically 1 day a week in the office. Flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible. What We Offer: Holidays:
25 days holiday up to 30 days (depending on service) Pension:
We know it is important to save for the future, that is why we will contribute up to 10% Maternity/Paternity:
We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave Volunteering:
2 paid days to ‘give back’ to the charity of your choice Development:
LinkedIn Learning for all Finance:
Snoop Premium available to all colleagues Medical:
Opportunity to opt in for Private Medical Insurance Bonus:
Discretionary annual bonus The Role: As our Speech Analytics Analyst, you’ll analyse data from the speech analytics platform and provide actionable insights that drive improvements in customer experience, business performance, and employee development. The role involves collaborating with various departments to ensure the effective use of speech analytics products and to align insights with organizational goals. As a Speech Analytics Analyst, you will: Conduct independent, in-depth analysis to identify business challenges, uncover root causes, and explore opportunities for enhancing customer experience. Present analysis findings and provide actionable recommendations to stakeholders at all levels, from Senior Management to Team Leaders and department managers, supporting continuous business improvement. Lead improvements in Speech Analytics reporting, including the optimization and use of speech analytics products and bespoke systems. Collaborate with departments to proactively identify areas for improvement, ensuring that the organization remains responsive to customer needs and industry developments. Ensure the governance and ongoing management of the Speech Analytics configuration, including category reviews, accuracy checks, and the development and maintenance of procedure guides. Provide training and support to departments on how to best utilize speech analytics tools to drive performance improvements. Identify emerging trends and patterns in customer interactions to inform business strategy and optimize operational efficiency. What We’re Looking For: Good knowledge of Speech Analytics tools and their application into an Operational setting Ability to understand and use structured query language (SQL) to integrate data from other sources to provide greater insight Highly developed analytical skills to extract information from data and translate to business language and financial impacts Knowledge of the Speech Analytics industry Ability to analyse and evaluate information to use data to solve problems. Ability to write compelling presentations in order to direct, persuade and influence others with data. The interview process: Up to 30-minute telephone call with a member of the Talent Acquisition team Up to 1 hour Microsoft Teams interview with the hiring manager Offers are subject to satisfactory background checks, including credit, fraud, and employment references. Who We Are: At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers. We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy As You Earn’ scheme. We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn. Vanquis Bank is an Equal Opportunity Employer: Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at
careers@vanquis.com
#J-18808-Ljbffr
Bradford, Chatham or London.
Occasional travel to other offices may be required. Working Pattern:
Hybrid—typically 1 day a week in the office. Flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible. What We Offer: Holidays:
25 days holiday up to 30 days (depending on service) Pension:
We know it is important to save for the future, that is why we will contribute up to 10% Maternity/Paternity:
We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave Volunteering:
2 paid days to ‘give back’ to the charity of your choice Development:
LinkedIn Learning for all Finance:
Snoop Premium available to all colleagues Medical:
Opportunity to opt in for Private Medical Insurance Bonus:
Discretionary annual bonus The Role: As our Speech Analytics Analyst, you’ll analyse data from the speech analytics platform and provide actionable insights that drive improvements in customer experience, business performance, and employee development. The role involves collaborating with various departments to ensure the effective use of speech analytics products and to align insights with organizational goals. As a Speech Analytics Analyst, you will: Conduct independent, in-depth analysis to identify business challenges, uncover root causes, and explore opportunities for enhancing customer experience. Present analysis findings and provide actionable recommendations to stakeholders at all levels, from Senior Management to Team Leaders and department managers, supporting continuous business improvement. Lead improvements in Speech Analytics reporting, including the optimization and use of speech analytics products and bespoke systems. Collaborate with departments to proactively identify areas for improvement, ensuring that the organization remains responsive to customer needs and industry developments. Ensure the governance and ongoing management of the Speech Analytics configuration, including category reviews, accuracy checks, and the development and maintenance of procedure guides. Provide training and support to departments on how to best utilize speech analytics tools to drive performance improvements. Identify emerging trends and patterns in customer interactions to inform business strategy and optimize operational efficiency. What We’re Looking For: Good knowledge of Speech Analytics tools and their application into an Operational setting Ability to understand and use structured query language (SQL) to integrate data from other sources to provide greater insight Highly developed analytical skills to extract information from data and translate to business language and financial impacts Knowledge of the Speech Analytics industry Ability to analyse and evaluate information to use data to solve problems. Ability to write compelling presentations in order to direct, persuade and influence others with data. The interview process: Up to 30-minute telephone call with a member of the Talent Acquisition team Up to 1 hour Microsoft Teams interview with the hiring manager Offers are subject to satisfactory background checks, including credit, fraud, and employment references. Who We Are: At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers. We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy As You Earn’ scheme. We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn. Vanquis Bank is an Equal Opportunity Employer: Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at
careers@vanquis.com
#J-18808-Ljbffr
