Lead Speech Analytics and Transcription Consultant

About this role:
Wells Fargo is seeking a Lead Business Execution Consultant as a highly skilled and experienced Subject Matter Expert (SME) in Speech Analytics on the Workforce Optimization Product Team. This execution consultant will coordinate, develop, and implement solutions and processes enhancing our enterprise capabilities in Speech Analytics and Transcriptions. Our mission is to drive innovation and optimization across our organization, and we are looking for a talented individual to join us in this exciting journey.
Learn more about the career areas and lines of business at wellsfargojobs.com .
In this role, you will:

• Define and support the rollout of Speech Analytics and Transcription offerings as part of our Workforce Optimization product across the enterprise.
• Oversee transcription accuracy and model performance, including language detection, phonetic interpretation, and risk mitigation strategies.
• Monitor and troubleshoot transcription pipelines, including post-call and real-time transcription workflows, and escalate issues related to audio quality, language packs, and system configuration.
• Drive continuous improvement by analyzing trends, identifying gaps, and recommending enhancements to speech analytics models and transcription logic
• Support training and enablement for end users and analysts, including documentation, role-based access provisioning, and onboarding to analytics platforms
• Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate.
• Perform assessments through fact-finding and data to understand current solutions requiring creative approaches to solving complex issues and develop appropriate solutions.
• Collaborate and consult with members of the product team and business partners to drive strategic initiatives.
• Collaborate with third-party vendors in a managed services environment to oversee the implementation, integration, and ongoing support of solutions.
• Capture and refine requirements, user stories, including business readiness stories, ensuring acceptance criteria is clearly understood by the team.
• Actively own the prioritization of a clearly understood product backlog aligned to the team with a vision and goal.
• Remove impediments to achieve outcomes across the team acting as product owner and/or product manager.
• Ensure stakeholders are informed of changes in the product backlog and provide regular communications on completed and upcoming deliverables.

Required Qualifications:

• 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 5+ years of experience in speech analytics programs, preferably in a contact center, customer experience, or similar environment.
• Proficiency in speech analytics platforms (e.g., Verint, NICE Nexidia, or equivalent).
• Strong analytical skills with the ability to interpret complex data sets and communicate insights clearly.
• Experience with natural language processing (NLP) and machine learning is a plus.
• Experience with Agile practices and frameworks (e.g., Kanban, Scrum, etc.).
• Experience in capturing business requirements.
• Excellent communication and collaboration skills, with the ability to influence stakeholders at all levels.
• Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong demonstrated experience with contact centers and contact center quality programs.
• Ability to focus on different customers within the scope of delivery campaigns and maintain a customer-focused mentality through the end-to-end delivery strategic process.

Job Expectations:

• Ability to work on-site
• This position is not eligible for Visa sponsorship.

Location:

• 401 S Tryon St CHARLOTTE, NC 28202-1675
• 2800 S Price Rd., Bldg. D, Chandler, AZ 85286
• 800 S Jordan Creek Pkwy West Des Moines, IA 50266
• 7711 Plantation Rd, Roanoke, VA 24019
• 401 Las Colinas Blvd W Bldg A, Irving TX 75039

Compensation: 119,000 - 187,000
Posting End Date:
4 Sep 2025
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.