Data Scientist, Service Quality Innovator
1 month ago
We are seeking a highly skilled Data Scientist to join our Customer Success Services Analytics team. As a Principal Data Scientist, Quality of Service Analytics, you will analyze speech, audio, and video data to develop new quality of service markers and improve customer experiences.
About the RoleThis is an exciting opportunity to transform the quality of service and help improve customer experience across the business. You will work cross-functionally with our Partners, Quality Management, and service delivery teams to understand key business challenges and objectives and build tech-driven models and insights to address them.
Key Responsibilities- Leverage machine learning and deep learning models for audio, speech, and NLP tasks.
- Develop and implement natural language processing (NLP) models using large language models (LLMs) like GPT-3 to analyze call center conversation transcripts and identify key themes, topics, and sentiment.
- Apply computer vision techniques like facial recognition and emotion detection to analyze video recordings of customer service interactions.
- Continuously monitor and enhance existing models to ensure accuracy and precision over time as data patterns change.
- Prior experience working in a call center environment and knowledge of call center technologies.
- 10+ years experience building ML models utilizing audio, speech, and video data.
- Strong communication and presentation skills to executive audiences.
- MS or PhD in Computer Science, Statistics, Math, or related field preferred.
- Estimated salary range: $180,000 - $250,000 per year, depending on location and experience.
- A competitive benefits package, including medical, dental, and vision insurance.
- A 401(k) retirement plan with company match.
- Generous paid time off and holidays.
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