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Malvern, Pennsylvania, United States · Remote Solely
$64k–$70k/yr
Mid level
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Full-time
bachelor degree
Posted 15h ago
Apply by Aug 11
~40 hrs/week
Responsibilities
You will develop and optimize Speech-to-Text Analytics solutions while analyzing interaction data to identify trends, operational risks, and customer experience opportunities. Additionally, you will deliver recurring reporting and partner with cross-functional teams to drive data-driven decision-making and operational improvements.
Requirements
Candidates must have at least two years of related work experience and an undergraduate degree or equivalent combination of training and experience. Proficiency in Microsoft Excel and PowerPoint is required, along with strong quantitative, technical, and communication skills.
Full job description
In This Role, You Will:
Develop, maintain, and optimize Speech-to-Text Analytics solutions within Genesys Cloud, ensuring effective governance, scalability, and adherence to best practices.
Analyze speech and interaction data to identify call drivers, customer sentiment, emerging trends, operational risks, and client experience opportunities.
Deliver recurring reporting, dashboards, and ad hoc analyses that provide stakeholders with actionable insights and recommendations.
Translate analytics findings into operational improvements, including enhancing wrap-up code accuracy, identifying coaching and training opportunities, and supporting process optimization initiatives.
Partner with Workforce Management, Service & Operations Enablement (S&OE), Client Contact Experience (CCE), Product, and other business partners to drive adoption of analytics insights and support data-driven decision making.
Support complex analytics, reporting, and enablement initiatives, ensuring timely execution, data accuracy, and effective stakeholder communication.
Perform other duties and special projects as assigned.
What it Takes:
Experience with Genesys Cloud, Speech-to-Text Analytics preferred.
Minimum of two years of related work experience.
Undergraduate degree or an equivalent combination of training and experience.
Strong quantitative and technical aptitude.
Demonstrated attention to detail and commitment to balancing quality, accuracy, and efficiency.
Strong organizational and time management skills with the ability to manage multiple priorities independently.
Adaptable and flexible in a fast-paced, changing environment.
Proficiency with Microsoft Excel and PowerPoint is required.
Excellent written and verbal communication skills.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
Related keywords
Speech AnalyticsGenesys CloudSpeech-to-TextData AnalysisReportingDashboardsCustomer SentimentOperational RisksWorkforce ManagementProcess OptimizationMicrosoft ExcelMicrosoft PowerPointStakeholder CommunicationQuantitative AptitudeTechnical AptitudeHybrid Working Model
We are a community of 50 million who think—and feel—differently about investing. Together, we’re changing the way the world invests.
For over 50 years, Vanguard has helped people pursue their financial goals with a spotlight on long-term value and low costs. We’ve made it a focus to put investors first, so whether you’re saving for your first home or investing for a comfortable retirement, we’re here to help you succeed.
Community guidelines: vgi.vg/sgl1
Offices: 100 Vanguard Blvd, Valley Forge, PA 19482, US · 14321 N. Northsight Boulevard, Scottsdale, AZ 85260, US · Two North Falls Plaza, Charlotte, North Carolina 28217, US · 100 Vanguard Blvd, Malvern, PA 19355, US · 7900 Windrose Ave, Suite South Floor 10, Plano, Texas 75024, US
How many Customer Service & Support jobs are open in Malvern, PA right now?
There are currently 92 open customer service & support positions in Malvern, PA listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Malvern, PA?
Companies currently hiring include Vanguard, Allied Universal, K9 Resorts, Compass Group, Customers Bank, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Malvern, PA?
Yes — 19 of the 92 open customer service & support positions offer remote or hybrid work (1 remote, 18 hybrid).
How do I apply for Customer Service & Support jobs in Malvern, PA?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.