Operations Quality Analyst

SoundHound Inc. is at an inflection point in our 15-year history. With teams, customers, and end-users all over the world, we face an unprecedented and ambitious opportunity: scaling an independent Voice AI disruptor globally to meet unprecedented demand. We are building out our Restaurants Sales team and Small-medium business (SMB) Account Executives joining us are going to be an integral part of our success, by providing voice AI solutions that automate the reception of phone orders for restaurants. The Restaurant Sales team will drive revenue to SoundHound while enabling restaurants to process more orders during peak hours and free up front of house staff to provide a better experience to customers at location.

Responsibilities:

• Manage incoming technical and operational merchant and platform-related bugs and errors as they apply to SoundHound RVK
• Debug and fix local issues if applicable within scope of responsibilities as necessary
• Triage voice/platform issues when not immediately applicable and assign to correct stakeholders
• Report upon progress of pipeline for all issues assigned to individual and create individual system for accurately and correctly diagnosing types of errors within business vertical
• Serve as subject matter expert on technical and operational aspects of SoundHound for Restaurants
• Assist department heads in planning weekly, monthly, and quarterly platform improvements
• Provide operational assistance for platform changes and new tech deployments
• Take overall accountability for quality standards as they pertain to the overall merchant journey and experience on SoundHound
• Effectively assessing and managing the risks and potential defects associated with business objectives and activities, keeping in line with the overall focus on merchant quantity, quality, and revenue increase as a company

Major OKRs/KPIs:

• Demonstrated progress on daily, weekly, and monthly cadence with debug initiatives on a per ticket, per project basis
• Quantitative and qualitative improvement of merchant revenue and order completion rate
• Self-imposed SMART goals as they apply towards SoundHound for Restaurants in general

Qualifications:

• Analytical/critical thinking - knowledge and operational understanding of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interests of SoundHound.
• Multi-tasking - must be able to multi-task and spread out across 2-4 applications while focusing on several core OKRs, while preserving the quality and attention to detail required to function at a high level.
• Communication - facilitate communication internally (at varying levels of seniority) and externally, experience with reporting and analytics tools such as Tableau, and also have the ability to objectively speak about problems, next steps, troubleshooting, and forecasting positive outcomes, while possessing tactics and strategies to impact decisions on the org as well as with the company as a whole.
• Product - knowledge of major SoundHound products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations; coding experience is not needed, but software and platform troubleshooting experience is required.
• Work experience - BA/BS degree with 3+ years of overall relevant/tech-related experience and at least 1+ years of quality, troubleshooting, analytics, or technical product management experience.

Great to Have:

• Start up experience - experience working with multiple lines of business in a tech start-up, being accustomed to the fast paced, rapidly evolving, dynamic priorities culture at SoundHound; developing one’s own approach towards problem solving and tactics towards triaging internal and external issues as they arise.
• Process/project management - moderate/experienced familiarity of business process improvement tools, techniques, and capability to understand, monitor, update, or enhance existing business or work processes.
• Development/coding - familiarity with coding and development for SaaS/on-demand technologies and ability to interpret technical data as well as communicate said technical information to non-technical stakeholders, both internal and external.
• Advanced work experience - MA/MS degree with 5+ years of overall relevant experience and at least 2+ years of quality, troubleshooting, analytics, or technical product management experience.

At SoundHound Inc., we believe every brand should have a voice. As the leading innovator of conversational technologies, we’re trusted by top brands around the globe. Houndify, our independent Voice AI platform, with 70,000+ users, allows brands to create custom voice assistants that deliver results with unprecedented speed and accuracy.

Our diverse team of engineers, UX/UI designers, writers, data scientists and linguists are all passionate about creating a world with more conversations. With more than 14 years of expertise in voice technology, we have hundreds of millions of end users, and a worldwide team in six countries building solutions for a voice-first world.