The Customer Success (CS) Services Analytics team has an exciting opportunity to improve customer experiences through quality assurance, leveraging machine learning and conversational AI on Audio, Video and Speech Data.

We are seeking an exceptional Principal Data Scientist, Quality of Service Analytics to analyze speech, audio, and video data collected through interactions between our customers and experts and develop new quality of service markers that can be used to evaluate quality for each and every interaction between our experts and customers. The ideal candidate has experience applying machine learning and statistical modeling to extract insights from large datasets of recorded calls, chats, video sessions.

This is an exciting opportunity to transform the quality of service and help improve customer experience across the business. If you’re analytically-minded with expertise in speech/audio analysis and an interest in driving service excellence, this could be an exciting role for you.