Staff Data Scientist

Job Overview

The Customer Success (CS) Services Analytics team has an exciting opportunity to improve customer experiences through quality assurance, leveraging machine learning and conversational AI on Audio, Video and Speech Data. We are seeking an exceptional Staff Data Scientist, Quality of Service Analytics to analyze speech, audio, and video data collected through interactions between our customers and experts and develop new quality of service markers that can be used to evaluate quality for each and every interaction between our experts and customers. The ideal candidate has experience applying machine learning and statistical modeling to extract insights from large datasets of recorded calls, chats, video sessions. This is an exciting opportunity to transform the quality of service and help improve customer experience across the business. If you’re analytically-minded with expertise in speech/audio analysis and an interest in driving service excellence, this could be an exciting role for you.

Responsibilities

• Assist in managing quality assurance and quality control programs for the call center and be the single point of contact for quality program at Intuit while working closely with cross functional stakeholders including Service Delivery, Design, Analytics, L&D and Partners 
• Analyze call center performance data and metrics to identify opportunities for improvement 
• Influence stakeholders and manage competing priorities to drive continuous improvement in quality, efficiency and customer experience
• Prepare reports and present recommendations to senior leadership on quality program business reviews and opportunities
• Ensure adherence to quality standards, service level agreements, and KPIs across all call center operations
• Lead projects to optimize quality assurance program, processes, and technologies
• Manage vendor relationships related to call center quality programs/tools

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $$149,000 - $195,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Qualifications

• Prior experience working in a call center environment . Knowledge of call center technologies - things like phone systems, CRM software, call recording systems, etc. 
• Strong Communication skills - Ability to communicate effectively across different teams and levels of the organization to influence stakeholders, drive change and share program updates. Strong written and verbal communication skills.
• Ability to analyze complex data, identify trends and opportunities for improvement. Skills to translate analysis into clear insights and recommendations. 
• Project management - Skills to manage multiple initiatives, set goals, develop project plans and timelines, track progress and adapt as needed. Ability to prioritize and manage competing demands.
• Collaboration - Work cross-functionally with various teams like Partners, Service Delivery, Design & Analytics. Build relationships, consensus and shared goals.
• Problem-solving - Identify root causes of issues, develop innovative solutions, and implement process improvements.