Principal Data Scientist, Quality of Service Analytics

Intuit - Mountain View, CA

Full-time - Senior

Mountain View, CA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Principal Data Scientist, Quality of Service Analytics at Intuit is responsible for leveraging machine learning and conversational AI to enhance customer experiences through quality assurance. This role involves analyzing audio, video, and speech data from customer interactions to develop quality of service markers that evaluate the effectiveness of these interactions. The ideal candidate will have extensive experience in machine learning, statistical modeling, and signal processing, particularly in the context of call center environments.

Responsibilities

• Analyze speech, audio, and video data from customer interactions to develop quality of service markers.
• Work cross-functionally with partners, quality management, and service delivery teams to address business challenges.
• Develop and implement natural language processing (NLP) models using large language models (LLMs) like GPT-3.
• Leverage audio analysis techniques to extract insights from customer service phone calls.
• Apply computer vision techniques to analyze video recordings of customer service interactions.
• Continuously monitor and enhance existing models for accuracy and precision.
• Communicate analytical insights and model results to stakeholders through reports and presentations.
• Develop interactive dashboards and visualizations to track service quality KPIs.

Requirements

• 10+ years of experience building machine learning models utilizing audio, speech, and video data.
• Strong foundation in signal processing, machine learning (ML), deep learning (DL), and natural language processing (NLP).
• Hands-on expertise using Python audio/speech libraries such as SpeechRecognition, Librosa, PyDub, and PyTorch.
• Prior experience working in a call center environment.
• Knowledge of call center technologies including phone systems, CRM software, and call recording systems.
• Strong communication and presentation skills to executive audiences.
• MS or PhD in Computer Science, Statistics, Math, or a related field preferred.

Nice-to-haves

• Experience with Recurrent Neural Networks and Transformers.
• Ability to manipulate and process large, complex multimedia datasets.