Performance Analyst

Version 1

    Great Lakes Educational Loan Services, Inc. – a leader in the student financial services industry – is seeking a highly motivated individual with
    experience working with speech analytic products to join our Quality & Performance team as a Performance Analyst.

     

    The Performance Analyst will be responsible for:

    • Creating/building searches utilizing appropriate syntax within speech analytic tools to
           collect data allowing for analysis on behavior models, and communicating
           how those findings support data driven decisions to deliver improvement in
           operational excellence, customer experience, profitability, etc.
    • Analyzing business performance metrics and providing data to enable agile decision
           making.
    • Understanding and identifying metadata needed to evaluate and analyze performance
    • Compiling information from multiple resources, understanding key performance
           indicators and spotting trends and patterns
    • Creating, validating and analyzing scorecards used to report performance
    • Investigating and resolving software and data inconsistencies as appropriate
    • Serving as the subject matter expert for speech analytics software
    • Providing effective solutions and recommendations to enhance software and processes
    • Leading and managing projects to analyze employee performance which includes, but
           is not limited to, documenting proposals, identifying collection methods,
           validating outcomes, and delivering actionable business insights and
           solutions based on thorough data analysis

     

    The Performance Analyst position requires:

    • Demonstrate critical thinking and problem solving skills
    • Ability to engage in multiple initiatives simultaneously
    • Skilled presentation and communication skills
    • Technical writing skills
    • Ability to train various levels on new technologies
    • Familiarity with database query strings
    • Knowledge in call center metrics
    • CallMiner Eureka Speech Analytics, SQL/SSRS or CallMiner BIA a plus

     

    The Performance Analyst position can be filled at any of our call center locations (Eau Claire, WI; Madison, WI; Stevens Point, WI; Boscobel, WI; Eagan,MN and Plano, TX). The hours are flexible and can be scheduled between 6:00 AM- 6:00 PM.  Go to https://home.mygreatlakes.org/web/about/gl/WorkingAt, and click on Current Openings to learn more and apply online.