Speech Analyst

6 months ago

Toronto, Canada TD Bank Full time

**Speech Analyst**:

- 416067BR

**Job Category - Primary**
- Technology Solutions

**Work Location**
- 50 Boulevard Cremazie West, TD Centre - South - 79 Wellington Street West

**Employment Type**
- Regular

**City**
- Montreal, Toronto

**Time Type**
- Full Time

**Province/State**
- Ontario, Quebec

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Pay Details**

**Department Overview**

**Building a World-Class Technology Team at TD**

Business Shared Services Technology plans, delivers and operates leading technologies to the Contact Centre organizations across all lines of business at TD, in Canada and in the US. As TD is planning the design and deployment of the next wave of technologies advancements in this field, the organization is looking for exceptional professionals to join the new program team that will lead this technology and business transformation.

**Job Details**

**About This Role**

As a member of the Business Shared Services Technology (BSST) team, Speech Analyst will be instrumental in developing and supporting Conversational BOTs to meet the overall goal of the business and program. This role is part of a large transformational program team that will enable many lines of business in the enterprise. It is central for enabling meaningful and personalized customer experience in the assisted service channels (IVR) and will lead the organization in adopting increasingly advanced capabilities.
- This role covers both Development and on-going Support for Conversational IVRs (Integrated Voice Response) BOTs
- Work with different groups in the Bank to identify opportunities for leveraging company data to drive business solutions.
- Responsible for capturing, analysing conversation data with intent mapping and providing grouping and building classifications
- Write natural conversations that solve business use cases.
- Analysis of speech, speech repair, identifying intents and improving NLU
- Develop processes and utilize tools to monitor and analyze model performance and monitor outcomes
- Do large data sets processing (audio / text), cleansing, remove data bias and verify the integrity for data analysis.
- Develop/Enhance A/B testing framework and validate model quality.
- Analyze trends and patterns and train the models to meet business objectives
- In conjunction with the Solution Architect, assist the Application Owner, Development Manager and Technical Delivery Lead by providing effort estimates for new projects and initiatives
- Performs tasks independently and resolves highly complex and multifaceted development related problems

**Job Requirements**

**What can you bring to TD?** Share your credentials, but your relevant experience and knowledge can be just as likely to get our attention. It helps if you have:

- Undergraduate Degree or Technical Certificate (Graduate degree preferred)
- 4+ years of experience in data analysis
- Proficiency with data mining and statistical analysis (machine learning / deep learning).
- Linguistics degree is a plus
- Experience with pattern recognition, data visualization and modeling experience
- 2+ years' experience in Conversational BOT tuning / annotation
- 2+ years' experience in analysis of speech, speech repair and fine tuning of NLU
- Extensive experience in writing utterances (conversations) to improve models
- Native (or professional) English and French proficiency required for speech analysis and data annotation; Spanish is a plus.
- Familiarity with tools like JIRA and Confluence
- Strength in identifying root causes and implementing targeted and controlled remediation plans
- Strong verbal and written communication skills are essential
- Self-motivated team player with high energy and ability to work independently as well as within a team
- Experience working within a large-scale dynamic Enterprise environment

**Additional Information**

**Join in on what others in TD Technology Solutions are doing**:

- Inspire a positive work environment and help champion quality, innovation, teamwork and service to the business.
- Learn voraciously, stretch your thinking,

**Company Overview**

**Our Values**
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.**Making Your Well-being a Priority**
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In add

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