Sonos is a sound experience company making it easier than ever for millions of listeners around the world to play more, hear more, and feel more.

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.

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 such as CallMiner, Cresta, NICE. 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 a Conversational Analytics Tool 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 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 the 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, Cresta, NICE or similar is highly preferred) for a contact center operation

Preferred Qualifications

• Proficiency with CallMiner, Cresta, NICE, 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