About Us:
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

Wayfair is reinventing the way people shop for their homes and providing relentless customer focus along their journey with a best-in-class Customer Service experience. In support of this vision, the CallMiner Implementation team is responsible for configuring our speech to text analytics software to capture impactful behaviors that occur via customer service phone interactions.

What You'll Do:
- You will be responsible for configuring our speech to text analytics platform to capture behavioral insights on customer service phone interactions to measure call quality.
- Interpret the validity of speech to text conversions through testing tagged behaviors, iterating on configuration until quality standards are met.
- Identify, monitor, and analyze trends of tagged behaviors to provide high level analysis on business impact and suggested next steps
- You will be directly responsible for the workflow of junior team members by assigning prioritized tasks and ensuring production standards are met
- Create SQL scripts to identify subsets of calls for more effective testing of categories to ensure more efficient development

What You'll Need:
- Fluency in French language (Both Canadian and EU French)
- 3+ years of contact center experience
- 2+ years experience working with speech to text analytics software such as CallMiner, Genesys-Speech Miner, TalkDesk, NICE - Speech analytics tools, etc.
- 1+ years experience database querying with programs such as SQL, Google Big Query, Oracle, ect.
- Fluency in German, Spanish, and French is a preferred skill
- Excellent troubleshooting and problem solving skills
- Excellent analytical and critical thinking skills
- Ability to synthesize data, and communicate findings
- Project management experience, including scope and prioritization of work
- Strong communication skills, including ability to provide feedback
- Experience working in an Agile environment
- Working knowledge of Google products (Sheets, Data Studios, etc.)