United Wholesale Mortgage
Speech Analytics Specialist
United Wholesale Mortgage, Pontiac, Michigan, United States, 48340
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This role works with Leaders, Coaches, and Call Scorers on the CX team to identify client experience trends to search for in our speech analytics software. The Speech Analytics Programmer will work to audit results then organize the data utilizing different visualization tools and then present these findings to leadership in a comprehensive manner. The ideal candidate is a forward thinker with a strong client experience background, who is great at thinking outside the box and prioritizing many projects at once.WHAT YOU WILL BE DOING:Search for client experience call trends using our speech analytics platform.Build basic visuals in the Speech Analytics platform.Manage speech analytics needs for business units. Consider what the needs analysis is and search for trends and data accordingly.Responsible for maximizing the utilization of speech analytics to drive actionable insights and quantifiable improvement to the business.Package key findings into a comprehensive report for leadership and stakeholders.Create innovative ideas to use speech technology in ways not recognized or requested by utilizing forward thinking and a proactive approach.Collaborating with leadership on business unit needs.Scoring calls with the CX scoring team on a regular ongoing basis.
WHAT WE NEED FROM YOU:Must Have Qualifications:High School Degree or equivalentBasic MS word, Excel, and PowerPoint knowledge and experience.Self-motivated with a strong work ethic.Good Communication.Basic Presentation skills.Demonstrated client service excellence.Ability to multi-task and adapt.Ability to manage tasks and deliverables effectively.Critical thinking, emotional intelligence and situational awareness.Ability to work well under pressure in a challenging, changing, fast-paced environment.Positive attitude and willingness to learn.Excellent problem-solving and decision-making skills, applied with a solution-focused attitude.
THE PLACE & THE PERKS:Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? Its all happening on UWMs campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.Its no wonder that out of our six pillars, People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other, our clients and our community. Whether its providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.From the team member that holds a door open to the one that helps guide your career, youll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, youll be welcomed here. Accepted here. And empowered to Be You Here.More reasons youll love working here include:Paid Time Off (PTO) after just 30 daysAdditional parental and maternity leave benefits after 12 monthsAdoption reimbursement programPaid volunteer hoursPaid training and career developmentMedical, dental, vision and life insurance401k with employer matchMortgage discount and area business discountsFree membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball courtWellness area, including an in-house primary-care physicians office, full-time massage therapist and hair salon?Gourmet cafeteria featuring homemade breakfast and lunchConvenience store featuring healthy grab-and-go snacksIn-house Starbucks and DunkinIndoor/outdoor caf with Wi-Fi
DISCLAIMER:All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting Apply for this job online you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.
This role works with Leaders, Coaches, and Call Scorers on the CX team to identify client experience trends to search for in our speech analytics software. The Speech Analytics Programmer will work to audit results then organize the data utilizing different visualization tools and then present these findings to leadership in a comprehensive manner. The ideal candidate is a forward thinker with a strong client experience background, who is great at thinking outside the box and prioritizing many projects at once.WHAT YOU WILL BE DOING:Search for client experience call trends using our speech analytics platform.Build basic visuals in the Speech Analytics platform.Manage speech analytics needs for business units. Consider what the needs analysis is and search for trends and data accordingly.Responsible for maximizing the utilization of speech analytics to drive actionable insights and quantifiable improvement to the business.Package key findings into a comprehensive report for leadership and stakeholders.Create innovative ideas to use speech technology in ways not recognized or requested by utilizing forward thinking and a proactive approach.Collaborating with leadership on business unit needs.Scoring calls with the CX scoring team on a regular ongoing basis.
WHAT WE NEED FROM YOU:Must Have Qualifications:High School Degree or equivalentBasic MS word, Excel, and PowerPoint knowledge and experience.Self-motivated with a strong work ethic.Good Communication.Basic Presentation skills.Demonstrated client service excellence.Ability to multi-task and adapt.Ability to manage tasks and deliverables effectively.Critical thinking, emotional intelligence and situational awareness.Ability to work well under pressure in a challenging, changing, fast-paced environment.Positive attitude and willingness to learn.Excellent problem-solving and decision-making skills, applied with a solution-focused attitude.
THE PLACE & THE PERKS:Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? Its all happening on UWMs campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.Its no wonder that out of our six pillars, People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other, our clients and our community. Whether its providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.From the team member that holds a door open to the one that helps guide your career, youll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, youll be welcomed here. Accepted here. And empowered to Be You Here.More reasons youll love working here include:Paid Time Off (PTO) after just 30 daysAdditional parental and maternity leave benefits after 12 monthsAdoption reimbursement programPaid volunteer hoursPaid training and career developmentMedical, dental, vision and life insurance401k with employer matchMortgage discount and area business discountsFree membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball courtWellness area, including an in-house primary-care physicians office, full-time massage therapist and hair salon?Gourmet cafeteria featuring homemade breakfast and lunchConvenience store featuring healthy grab-and-go snacksIn-house Starbucks and DunkinIndoor/outdoor caf with Wi-Fi
DISCLAIMER:All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting Apply for this job online you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.