Quality Conversation Data Analyst

This role can be done from home

Building the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle, San Francisco & Paris. This role can be done from anywhere in the United States from one of our office locations or remotely from home. It’s about impact, not location.

#LI-Remote

The Quality Conversation Data Analyst would join the Sonos CSX Quality team at an exciting time where we seek to drive organizational change by analyzing customer conversations/interactions utilizing an advanced speech analytics solution (CallMiner). Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns and trends as well as communicating analysis and facilitating solutions to support the organization. This role is integral to supporting the successful adoption of CallMiner within Sonos and requires an energetic, proactive highly disciplined self-starter, who thrives on juggling complex projects within a dynamic team.
 

Career Level Summary

Operates under moderate supervision reporting to the CX Quality Global Director.
 

What You'll Do

• Configure the CallMiner Conversation Analytics Tool database from within the user interface including query building and tuning to evaluate and improve patterns of language for driving business insights, automated scoring and topic identification analyzing recorded audio, chat and email to uncover trends and opportunities.

• Continuously improve models through techniques like active learning, transfer learning etc.

• Translate business requirements into technical specifications

• Manipulate data inside and outside of CallMiner’s Conversation Analytics Tool

• Compiling of observation reports and facilitation of management briefings utilizing deep dive, root cause, SWOT, regression and other analysis methodologies

• Enhance value through producing quantifiable results and recommending organizational change initiatives based on data mined

• Communicate effectively with internal stakeholders and partner closely with vendor to continually fine tune the tool

• Provide functional expertise internal teams (Collaborate with internal and external stakeholders to provide functional expertise and recommendation)

• As SME, facilitates end user training and support. 

• As SME, establish a framework for data mining for various functional areas

• Craft documentation including process maps, manuals, charters
   

What You'll Need

• Bachelor’s degree in Business, IT, Engineering, or equivalent experience

• Business analyst certification

• 5+ years related experience. 

• Minimum 2 years working with Conversation Analytics Tools (CallMiner is highly preferred) for a contact center operation

Preferred Qualifications

• Proficiency with CallMiner Eureka (or comparable Conversation Analytics Tool), Google Suite and Salesforce 

• Deep understanding of contact center / Customer Experience metrics and reporting.

• Advanced organization, decision-making, and written and verbal communication skills.

• Deep understanding of metadata and relevant Key Performance Indicators

• Strong attention to detail and problem solving skills. 

• Understanding of inhouse and BPO agent experience with a large product driven company

• Excellent English language skills, both written and verbal.

• Inquisitive and personable with a good understanding of business strategy, data visualization, and process improvement.

• Ability to organize and manage own work, projects, priorities, deadlines and follow up on assignments with moderate direction.

• Proficiency in capturing combinations of keywords and phrases within the tool for optimal configuration of search based categories.

• Familiarity with basic syntax and Boolean search operators

• Ability to multi-task across multiple projects and priorities.

• Aptitude for working with users of many skill levels and personalities in a highly dynamic environment

• Technical writing skills

• High proficiency with SQL and database management

• Extensive experience with data visualization

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.

Visa Sponsorship: Sonos is unable to sponsor or take over sponsorship of an employment visa for this role at this time. We ask that applicants be authorized to work for any US employer, both now and in the future.

At Sonos we consider a wide range of factors when determining compensation, which may lead individual compensation to vary depending on job related qualifications, skills, and experience. All full time employees are eligible for merit increases, discretionary bonuses, and equity. Our job postings may span more than one career level and the base pay range may be modified in the future based on changing market conditions. The starting base pay for this role for all US candidates is between:

Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.