Business Analyst Intern
Sallie Mae is proud to help Americans aspiring to create the life they want–whether that means helping them make college happen, or something more. Our colleagues across departments and across the country are united in our passion and our customer-first approach. Whether you want to join a growing company, be part of an agile workforce, or gain new skills–you’re in the right place.
The Sallie Mae Internship program seeks to attract and develop exceptional early talent while adding value to our organization. Our goal is to tie academic learning into a practical business setting while fostering professional and personal growth within a student’s area of focus.
Over the course of the semester, interns will gain exposure to senior leaders, attend meetings, work alongside mentors, and receive valuable performance feedback.
Responsibilities include analyzing recorded audio and audio-based data sets for critical insights, patterns, and trends, as well as communicating analysis and proposing solutions to the organization. This position will be responsible for creating and enhancing an agent quality score for Operations Call Centers, both call interactions and chat interactions. This position will need to understand call and chat quality scoring and reporting requirements. This position will have responsibility for maintaining data, developing and maintaining reports, and providing thorough analytical insights. This role requires a highly disciplined self-starter with solid collaboration and communication skills who thrives on data, language, and technology.
1. Analysis 40%
a. Gather, define, and document requirements; Identify key words and phrases used to drive business value utilizing speech analytics solution
b. Make recommendations and define strategies that solve critical business problems
c. Create metrics to implement and measure process improvements
d. Evaluate performance against corporate plans
e. Validate that outputs measure desired business metrics
2. Reporting 30%
a. Construct queries and reports designed for automated analysis and topic identification using recordings from a call center environment
b. Create and own on-time accurate quality delivery of analysis and reports/visual aids in tight alignment with specified analytical objectives using best practice speech analytics methodologies
c. Responsible for integrating multiple data sources for reporting
d. Create dashboard reports using commercial reporting software
e. Communicate / present data to all levels of management
f. Automate reports and data outputs using commercially purchased tools
3. Data Control 15%
a. Ensure that datasets are appropriate for business needs.
b. Reconcile data to ensure accuracy
4. Documentation 10%
a. Create and maintain documents for recurring process runs
b. Present PowerPoint presentations
5. Technical support 5%
a. Collaborate and communicate effectively with internal Program Manager, as well as business sponsors, executives, and stakeholders
b. Must be a confident team player who is able to work well with others, mentor new team members, and provide constructive feedback
c. Ensure communication between IT and Operations
- Currently enrolled in an accredited college or university
- Open to Sophomores, Juniors and Seniors
- Maintains a GPA of 3.0 or higher
- Available to work up to 40 hours per week between 5/31/20 and 8/20/21 – Summer
Knowledge, Skills, and Abilities:
¨ Strong communication skills
¨ SQL or SAS experience
¨ Excellent interpersonal and verbal/written communication skills with individuals at all levels.
¨ Excellent administrative skills including proficiency with Microsoft Word, Excel, Outlook, PowerPoint and web-based applications.
¨ Strong follow through and multi-tasking skills, and attention to detail.
¨ Local candidates strongly preferred.