**Job Details**

This is bilingual position (Spanish) in which the individual will be responsible for leveraging our advanced speech analytics solution (Call Miner Eureka) to identify and target customer interactions that need attention. You will incorporate the business objectives and goals to determine how to prepare reporting that will illustrate your critical findings, insights, patterns and trends in the interactions. Your analysis will be the basis for recommendations on how to steer expected behavior and challenge how the business operations engage our customers. You will reach independent decisions, when necessary, support internal and external processes and workflows, suggest improvements based on data analysis and provide insights into the enterprise operations. YOU will be key in formulating and guiding these recommendations.

This position will be responsible for working as a Product Analyst, working with our Line of Business partners and engage with them for requirement gathering for the new analytic request using Call Miner to ensure prioritization and delivery of requests.

**Job responsibilities**

+ Analytics of customer interactions to identify emerging trends, regulatory and compliance adherence or how processes impact our customers through the use of speech transcription application.

+ Design and implement analytics-based metrics to improve specialist coaching and identify training opportunities.

+ Support migration to automated analytics-based specialist/client interaction survey which uses advanced speech recognition technologies

+ Build and execute regulatory and compliance control reporting to support adherence (ADA, SCRA, TCPA, etc.)

+ Collaborating / Partnering with key LOB POC's as consultants and advisors to understand customer reporting and analysis requirements.

+ Preparing reports and delivering presentations with actionable feedback, derived customer insights and ideas for improvement to various levels of management.

**Required qualifications, capabilities, and skills**

+ Bi-lingual (Spanish)

+ Analytical skills & knowledge of software packages / platforms (SQL, Oracle, Tableau, Eureka)

+ Medium to Advanced proficiency with Office applications (MS Excel, MS PowerPoint, MS Access, Visio, SharePoint)

+ JIRA background

+ Strong analytical, interpretive and problem-solving skills, which require interpreting large amounts of data and its impact in both operational and financial areas

+ Excellent written and oral communication skills, and strong presentation skills

+ Results and client focused with a sense of urgency

+ Self-starter, works well independently and as a team player

+ Ability to thrive in a dynamic and fast-paced environment

**Preferred qualifications, capabilities, and skills**

+ Curiosity, creativity and imagination

+ A passion for data analysis, continuous learning and professional development

+ Passion about visualization layout, color, appearance, and functionality

+ Maintain composure and positive attitude during stressful situations

This position will require work from office 50-60% on a set schedule.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans