Analyst, Voice Of The Customer

About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. With more than 30+ billion digitized global historical records, 125+ million family trees, and 22+ million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives.
We are committed to our location flexible work approach, allowing you to work from where you want — in an office or from home or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

The Member Services Voice of the Customer Analyst, will use our speech and text analytics technology (CallMiner) to analyze customer contacts. The VOC analyst will collaboratively develop and implement strategies to identify important insights, patterns, and trends based on large datasets to support the Member Services Quality Assurance and company Voice of the customer (VOC) programs. Specifically, this Analyst will use syntax coding to build existing search, scoring, QA, and VOC efforts to the extent possible, validating and tuning results, while partnering with MS leaders to build important reporting and performance trending with internal and external partners to maintain a feedback loop with important partners.

What you will do...

• Help develop collaborative relationships with teams such as Learning and Development, Operations, Legal, Corporate Insights, and Business Analytics partners
• Develop advanced speech/text analytics syntax for CallMiner, including creating search categories, scorecards, custom reporting, and optimizing the CallMiner Coach platform for maximum use over time
• Be the CallMiner administrator by developing the platform, being subject matter expert for the tool, participating in the training of others, leading projects, collaborating with Contact Center and Operations leaders to support departmental goals, analyzing customer interactions, identifying important changes, and incorporating feedback to improve future efforts
• Help create company-wide Insights and Voice-of-the-customer communications, being a subject matter expert in important meetings with team members
• Automate existing QA monitoring efforts (Phone, Email, Chat) to support the reallocation of current QA staff to other projects over time
• Produce reports, perform data analytics, and create ad-hoc data queries using Salesforce, NICE, Tableau, and CallMiner tools for operations oversight, Quality Assurance, and customer insights
• Explore customer-interaction data and evaluate the cause-and-effect relationship of operational change on customer experience
• Conduct regular validation of speech analytics output by reviewing developed categories and ensuring they align with current business and customer language patterns

Who you are...

• Previous experience in mid- to large-size contact center in with an analytical capacity and measurable impacts
• Experience in building dashboards and dynamic reports
• Speech analytics background
• Experience improving customer experience, driving ease, increasing automation and brand protection.
• CallMiner Analytics platform proficiency
• Bachelor’s Degree

As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, Ancestry values pay transparency and pay equity. We are pleased to share the base salary range for this position: $63,000 - $72,000 with eligibility for bonus, equity and comprehensive benefits including health, dental and vision. The actual salary will vary by geographic region and job experience. We will share detailed compensation data for a specific location during the recruiting process. Read more about our benefits HERE.

• Note: Disclosure as required by sb19-085(8-5-20) and sb1162(1-1-23)

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Additional Information:

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.

All job offers are contingent on a background check screen that complies with applicable law. For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.

Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.