Quality & Insights Analyst at Voya Financial

Connecticut, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Bachelor’s degree or equivalent work experience
Minimum 3 years’ data analysis experience and/or working with Quality Management / Customer Experience tools
Extensive experience in Excel
Excellent interpersonal skills and relationship management
Ability to manage multiple efforts / projects at the same time
Ability to recommend solutions that align with business needs
Develop and present technology and process strategies to business partners and stakeholders
Exceptional verbal and written communication skills

Responsibilities

Analyze large volumes of internal data (e.g., Customer Sentiment, Speech to Text Analytics, Quality Evaluation scores, Service Level Execution, Productivity, process reliability) to uncover trends, patterns, and opportunities
Translate findings into actionable insights that inform strategic decisions and improve business outcomes
Independently lead the delivery of insights to internal partners, ensuring alignment with business and strategic goals
Create compelling reports, presentations, and visual elements featuring storytelling moments to communicate insights
Collaborate with reporting teams to develop dashboards and automated reporting mechanisms to support Contact Center, Operations, and Plan Management needs
Design, develop, and implement sustainable programs supporting Voya’s Culture of Quality
Use tools such as Genesys, Pointel, Qualtrics, Salesforce, etc. to monitor and enhance customer and employee experience
Develop processes to measure performance and customer sentiment, partnering with internal teams to develop robust reporting mechanisms
Drive strategy forward in partnership with enterprise teams
Identify inefficiencies and recommend scalable solutions across supported business partners
Partner with leadership to define and maintain success metrics for Quality Assurance programs
Lead cross-functional initiatives that drive continuous improvement and elevate service delivery
Collaborate with Technology teams and vendors to enhance application functionality to deliver on customer and employee expectations

Skills

Data Analysis

Customer Sentiment Analysis

Speech to Text Analytics

Quality Evaluation

Service Level Execution

Productivity Analysis

Process Reliability

Business Insights

Trend Analysis

Pattern Recognition

Voya Financial

Provides financial services and retirement solutions

About Voya Financial

Voya Financial offers a range of financial services, including retirement plans, investment management, and insurance products, to help individuals and businesses achieve financial wellness. Their services cater to individuals seeking retirement planning, employers looking to enhance employee benefits, and institutions needing tailored investment management. Voya stands out from competitors through its commitment to inclusiveness and corporate responsibility, which helps attract clients and talent. The company's goal is to build long-term relationships with clients, ensuring they achieve financial confidence and a fulfilling life.

New York City, New YorkHeadquarters

2014Year Founded

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Rally wellness program

Employee Assistance Program (EAP) and Work Life Services

Behavioral Health Family Support Program

Livongo support for diabetes, hypertension, and weight management

AccessHope cancer support

Wellthy caregiving assistance

Back-up child care and elder care

Health Advocate

ABLE accounts

Legal insurance

Identity theft protection

Voya Foundation Matching Gift Program

Risks

Increased competition from fintech companies may erode Voya's market share.

Operational challenges in integrating OneAmerica's business could affect service quality.

Regulatory scrutiny on fees may impact Voya's pricing strategies and profitability.

Differentiation

Voya's commitment to inclusiveness and corporate responsibility sets it apart in the market.

The acquisition of OneAmerica's retirement plan business expands Voya's client base significantly.

Voya's focus on digital financial planning tools enhances client engagement and satisfaction.

Upsides

Voya's ESG commitment aligns with the growing investor focus on sustainable investing.

The financial wellness market's growth offers significant opportunities for Voya's programs.

AI integration in investment management can enhance Voya's strategies and client outcomes.

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