Job Description
Overview
The Customer Success (CS) Services Analytics team has an exciting opportunity to improve customer experiences through quality assurance, leveraging data and analytics. We are seeking an exceptional Senior Manager, Quality of Service Analytics to lead an enterprise wide quality of service analytics team with responsibility to drive quality assurance across Customer Success services. We are looking for a data-driven individual with excellent contact center quality assurance, analytical skills, and a passion for delivering data-driven actionable insights. This is an exciting time to join Customer Success at Intuit as we are building a service platform to help our customers beyond core product use. This is your opportunity to join this exciting and transformational journey.
What you'll bring
- 2+ years of experience working in a call center environment or analyzing call center data
- 7+ years of analytics experience on conversational text and audio data
- Proven experience in leading a team of analysts and/or scientists
- Experience in AI/ML and LLM integration into analysis/data worklow (particularly NLP and/or genAI for analyzing text / audio)
- Strong communication skills with diverse stakeholders
- Proficient in SQL, Python/R, and data visualization
- Experience in statistical modeling techniques
- Skilled at data storytelling and motivating change
- Cross-functional leadership experience in matrixed organizations
- Collaborative problem-solver with data-driven decision making
- Strong organizational, prioritization, and accountability skills
- Experienced in experiment design and execution
- Some travel required (~10%)
How you will lead
- Leads and nurtures a team of talented analysts/scientists with a focus on Quality of Service
- Partners with business leaders (e.g., Service Design, Service Delivery, Operations, Learning & Development) to define business strategies, areas of investment, and critical priorities.
- Defines quality assurance strategy and tactics, including call monitoring, reviewing, and enforcing policies
- Defines case-management based / episodic metrics (e.g. time to resolution) required to ensure prompt customer resolution despite multiple customer contacts with Intuit
- Collaborate with contact center partners to implement new initiatives to enhance quality and meet business objectives.
- Drives quality insights roadmap from data quality, AI/ML, to data visualization, and marshals resources from multiple functions to deliver scalable solutions.
- Stay current on industry best practices for call center quality assurance, interaction analytics, and make recommendations
- Improve service quality through data-backed audits of third party partner quality assurance partner processes, systems, metrics
- Develop data-backed insights for strategic decisions
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