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Posted: Tuesday, August 22, 2017 3:43 PM

Requisition ID: 4853
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Purpose of Job

The Senior Analyst, Voice Biometrics will actively contribute to the support and sustainment the Passive Voice Biometrics technology across Customer Contact Centres (CCC). As one of the key members of the Call Audit and Compliance team, you will engage in daily call review and analysis of registered customer voice prints, while still maintaining a relationship of mutual trust and confidence with our internal partners and other employees.

You will be establish and sustain a timely review process of exception reports generated in the Security Suite application; perform timely analysis of registered voice prints and historical call recordings to support detailed investigation and escalate as required to the Manager, Fraud Prevention for further investigation. You will also responsibile to generate accurate, timely and insightful reports to assist the CCC leadership team with managing the risk related to the deployment and operations of Passive Voice Biometric

Major Accountabilities:

1. Contribute to the implementation, management and administration of the Voice Biometric program (Attention to Detail, Problem Identification and Analysis, Inquisitive Mindset and Investigative Skills, and Reporting/Communication):
:Daily review of reported exceptions within a Security Suite application according to (changing) pre:determined priorities, including but not limited to:
:Review of voice print matches marked as suspicious by CSOs;
:Review and investigation of voice print mismatches coupled with matched manual authentication;
:Escalation of locked voice prints and suspected fraudster voice prints to the Manager, Fraud Prevention for further investigation
:Periodic analysis and reporting on trends identified, including recommendations on voice print calibrations and fine:tuning of confidence limits driving false positives and false rejects
:Support the development of meaningful reports and analysis models that heighten the understanding of key business drivers to provide decision makers with accurate and relevant information
:Other duties, identified post deployment as key success factors for the Passive Voice Biometric project
:Other duties assigned by the Manager, Call Audit and Compliance including, but not limited to providing support to Call Analysts on executing call review mandate as it pertains to high:risk transactions and outbound sales

2. Contribute to the CCCs growth and profitability
:Support the CCCs by ensuring that the quality of service provided to customers in the multi:channel environment is consistently of high quality
:Identify potential processing efficiencies, automation opportunities or system enhancements and provide suggestions and recommendations to the Projects and Process Improvement team in CCC National Operations
:Positively influence the work of the Call Audit and Compliance team by being a strong proponent of team work
:Prepare periodic and annual performance self:assessments, personal goals and objectives for measurement of performance, career development/training plan and to monitor for achievement/completion
:Manage self development by/through confirming role expectations, identifying mentors/coaches and enquiring about training needs; ensuring timely completion of performance appraisals

Education/Work Experience:

:Undergraduate university degree in related discipline and/or minimum 3:5 years related work experience
:Excellent problem solving, investigative and analytical skills
:Sound judgement and a keen attention to detail
:Ability to work independently and within tight deadlines
:Ability to work effectively as a team member in cross functional teams
:Ability to quickly adapt to unforeseen changes in priorities and initiatives
:Ability to quickly grasp new concepts and master new applications/tools


• Location: Toronto

• Post ID: 85165878 toronto is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017