At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.This role can be done from homeBuilding 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-RemoteThe 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 SummaryOperates under moderate supervision reporting to the CX Quality Global Director. What You'll DoConfigure 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 specificationsManipulate data inside and outside of CallMiner’s Conversation Analytics ToolCompiling of observation reports and facilitation of management briefings utilizing deep dive, root cause, SWOT, regression and other analysis methodologiesEnhance value through producing quantifiable results and recommending organizational change initiatives based on data minedCommunicate effectively with internal stakeholders and partner closely with vendor to continually fine tune the toolProvide 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 areasCraft documentation including process maps, manuals, charters What You'll NeedBachelor’s degree in Business, IT, Engineering, or equivalent experienceBusiness analyst certification5+ years related experience. Minimum 2 years working with Conversation Analytics Tools (CallMiner is highly preferred) for a contact center operationPreferred QualificationsProficiency 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 IndicatorsStrong attention to detail and problem solving skills. Understanding of inhouse and BPO agent experience with a large product driven companyExcellent 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 operatorsAbility to multi-task across multiple projects and priorities.Aptitude for working with users of many skill levels and personalities in a highly dynamic environmentTechnical writing skillsHigh proficiency with SQL and database managementExtensive experience with data visualizationResearch 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: $114,000 and $126,900Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including:Medical, Dental, and Vision InsuranceA 401(k) plan with company matching and immediate vestingAn Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required80 hours of sick time upon hire, refreshed annuallyUp to 12 paid holidays per calendar year12 weeks of paid Bonding Leave following the birth or adoption of a new child, plus up to an additional 12 weeks of Medical Leave for birthing parents under our Short Term Disability policyCompany-paid Disability, Life, and AD&D InsuranceVoluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance Mental health benefits to support your holistic well-beingA generous employee discount program & Sonos Radio HD - on us!For a holistic overview of our benefits, please visit sonosbenefits.com. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Follow the links to review the EEO is the Law poster and its supplement. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information.
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