Job Description

Role Title: Speech Validation SpecialistCOMPANY OVERVIEW:Synchrony (NYSE: SYF) is a premier consumer financial services company delivering one of the industrys most complete digitally enabled product suites. Our experience, expertise and scale encompass a broad spectrum of industries including digital, health and wellness, retail, telecommunications, home, auto, outdoors, pet and more.

• We have recently been ranked #5 among Indias Best Companies to Work for 2023, #21 under LinkedIn Top Companies in India list, and received Top 25 BFSI recognition from Great Place To Work India. We have been ranked Top 5 among Indias Best Workplaces in Diversity, Equity, and Inclusion, and Top 10 among Indias Best Workplaces for Women in 2022.

• We offer 100% Work from Home flexibility for all our Functional employees and provide some of the best-in-class Employee Benefits and Programs catering to work-life balance and overall well-being. In addition to this, we also have Regional Engagement Hubs across India and a co-working space in Bangalore.

ROLE SUMMARY/PURPOSE:The Speech Validation Specialist role will be responsible for listening & validation of calls to support the business requirements of Targeted Complaint Monitoring, Complaint tagging, and other key projects, use cases, and initiatives. They will be responsible for providing support in the execution of Targeted Complaint Monitoring controls to ensure that defined criteria are monitored. The specialist will project suggestions on criteria changes depending on project requirements, and conduct validation and calibration sessions as needed.KEY RESPONSIBILITIES:

• Execution of Targeted Complaint Criteria Monitoring
• Validate and tag calls appropriately depending on business requirements
• Identify keywords and phrases related to the business use case and summarize the observations effectively
• Facilitate calibration sessions with functional leads and business users
• Support projects to drive operational excellence as subject matter experts
• Support with the development of Speech queries or search algorithms, tuning or test and learn activities involving call listening to validate the accuracy of Speech event tagging as and when business requires.
• Perform other duties and/or special projects as assigned

REQUIRED SKILLS/KNOWLEDGE:

• In-depth understanding of various functional processes within SYF
• Proficient in MS Office especially in MS Excel
• Excellent Verbal and written communication Skills in English language
• Ability to work cross-functionally with our internal and external resources to develop project deliverables
• Excellent documentation skills
• High critical and analytical thinking
• Strong communicator with the ability to collaborate across functions

DESIRED SKILLS/KNOWLEDGE:

• Experience on tools like Prosodica, Verint or any other equivalent tools are highly desirable
• Data analysis using SAS is a plus
• Highly motivated, self-starter with strong problem-solving skills with an ability to deliver multiple requests against tight deadline requirements
• Ability to work independently and with others.
• Ability to collaborate effectively using Microsoft Teams
• Fundamental understanding of computers and web-based technology
• Goal-oriented and objective-driven Creativity and problem-solving skills

ELIGIBILITY CRITERIA:Bachelor's degree in any discipline or in lieu of degree, Minimum 2 years of experience as a Quality Monitoring RaterWORK TIMINGS: 02:00 PM - 11:00 PM (IST)FOR INTERNAL APPLICANTS:

• Understand the criteria or mandatory skills required for the role before applying

• Inform your manager and HRM before applying for any role on Workday

• Ensure that your professional profile is updated (fields such as education, prior experience, other skills) and it is mandatory to upload your updated resume (Word or PDF format)

• Must not be any corrective action plan (First Formal/Final Formal, PIP)

• L4 to L7 Employees who have completed 12 months in the organization and 12 months in their current role and level are only eligible.

Grade/Level: 07Job Family Group: Contact Center Operations

Synchrony