The ownership structure of Intuit (INTU) stock is a mix of institutional, retail, and individual investors. Approximately 69.50% of the company’s stock is owned by Institutional Investors, 2.44% is owned by Insiders, and 28.07% is owned by Public Companies and Individual Investors.

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Staff Data Analyst Quality of Service Manager

About the Company – The Customer Success (CS) Services Analytics team has an exciting opportunity to manage and drive the quality of service program. The quality of service program manager is responsible for overseeing and managing the quality assurance and quality control programs for customer success organization. This involves working cross-functionally with the Partners, Service Delivery, and Design and Analytics teams to establish and monitor key performance indicators and service level agreements related to call quality, customer satisfaction, first call resolution, average handle time, and other metrics. The role requires excellent analytical, communication, project management and leadership skills to influence stakeholders, manage competing priorities and drive continuous improvement in quality, efficiency and the customer experience. 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 strong expertise in driving cross functional collaboration and influencing stakeholders, this could be an exciting role for you.

About the Role – Manage quality assurance and quality control programs for the call center and be the single point of contact for quality program at Intuit while working closely with cross functional stakeholders including Service Delivery, Design, Analytics, L&D and Partners

Responsibilities

Analyze call center performance data and metrics to identify opportunities for improvement
Stay current on industry best practices and regulatory requirements related to call center quality management
Influence stakeholders and manage competing priorities to drive continuous improvement in quality, efficiency and customer experience
Serve as subject matter expert on call center quality standards, compliance, and performance
Prepare reports and present recommendations to senior leadership on quality program business reviews and opportunities
Ensure adherence to quality standards, service level agreements, and KPIs across all call center operations
Lead projects to optimize quality assurance program, processes, and technologies
Manage vendor relationships related to call center quality programs/tools

Qualifications

Prior experience working in a call center environment
Knowledge of call center technologies – things like phone systems, CRM software, call recording systems, etc.

Required Skills

Strong Communication skills – Ability to communicate effectively across different teams and levels of the organization to influence stakeholders, drive change and share program updates. Strong written and verbal communication skills.
Ability to analyze complex data, identify trends and opportunities for improvement. Skills to translate analysis into clear insights and recommendations.
Project management – Skills to manage multiple initiatives, set goals, develop project plans and timelines, track progress and adapt as needed. Ability to prioritize and manage competing demands.
Leadership – Ability to motivate and rally teams around a common goal. Skills to build alignment, gain buy-in and drive continuous improvement in service quality.
Collaboration – Work cross-functionally with various teams like Partners, Service Delivery, Design & Analytics. Build relationships, build consensus and shared goals.
Problem-solving – Identify root causes of issues, develop innovative solutions, and implement process improvements.

Manager II Business Data Analyst, Call Center

The Customer Success (CS) Services Analytics team has an exciting opportunity to improve customer experiences through quality assurance, leveraging data and analytics. We are seeking an exceptional Senior Manager, Quality of Service Analytics to lead an enterprise wide quality of service analytics team with responsibility to drive quality assurance across Customer Success services. We are looking for a data-driven individual with excellent contact center quality assurance, analytical skills, and a passion for delivering data-driven actionable insights. This is an exciting time to join Customer Success at Intuit as we are building a service platform to help our customers beyond core product use. This is your opportunity to join this exciting and transformational journey.

Responsibilities

Leads and nurtures a team of talented analysts/scientists with a focus on Quality of Service
Partners with business leaders (e.g., Service Design, Service Delivery, Operations, Learning & Development) to define business strategies, areas of investment, and critical priorities.
Defines quality assurance strategy and tactics, including call monitoring, reviewing, and enforcing policies
Defines case-management based / episodic metrics (e.g. time to resolution) required to ensure prompt customer resolution despite multiple customer contacts with Intuit
Collaborate with contact center partners to implement new initiatives to enhance quality and meet business objectives.
Drives quality insights roadmap from data quality, AI/ML, to data visualization, and marshals resources from multiple functions to deliver scalable solutions.
Stay current on industry best practices for call center quality assurance, interaction analytics, and make recommendations
Improve service quality through data-backed audits of third party partner quality assurance partner processes, systems, metrics
Develop data-backed insights for strategic decisions

Qualifications

2+ years of experience working in a call center environment or analyzing call center data
7+ years of analytics experience on conversational text and audio data
Proven experience in leading a team of analysts and/or scientists
Experience in AI/ML and LLM integration into analysis/data worklow (particularly NLP and/or genAI for analyzing text / audio)
Strong communication skills with diverse stakeholders
Proficient in SQL, Python/R, and data visualization
Experience in statistical modeling techniques
Skilled at data storytelling and motivating change
Cross-functional leadership experience in matrixed organizations
Collaborative problem-solver with data-driven decision making
Strong organizational, prioritization, and accountability skills
Experienced in experiment design and execution
Some travel required (~10%)

Data Science Intern

This position is intended for students in a degree-seeking program to which they will return to school at the end of the summer internship in 2025, with a graduation date of Winter 2025 or later. If you do not meet these minimum criteria, please revisit our careers site for other opportunities. **

Want to apply your technical skills and innovative ideas on top of the collective financial data of 100+ million consumers and small businesses, and help build data products (in TurboTax, QuickBooks, and Credit Karma) that solve real-world customer problems and power prosperity around the world?

Intuit is seeking Data Science Interns to join us this Summer (2025). Working side-by-side with Intuit’s Data Scientists and Machine Learning Engineers – along with Data Analysts, Software Engineers, and product managers – you will help us understand and improve customer experiences with our products by uncovering critical insights and developing machine learning models.

Areas We Are Exploring

Times series forecasting
Knowledge Engineering
Reinforcement Learning/Bandits/Causal Inference
Image/document understanding
Intent classification
NLP/NLU/NLG
Conversational UI, Chatbots
Personalization and recommendation
Deep learning
Semi-supervised learning
ML services (autoML, feature recommendation, explainable AI, etc)

What you’ll bring

Must be currently enrolled in a degree seeking program and return to school after internship is complete
Familiar with machine learning techniques (regression, classification, clustering, optimization, etc) and understand their mathematical foundations
Ability to explore, discover and import data from multiple sources and make them machine learning ready
Design and test hypotheses about causes and cures
Strong programming skills (Python and Scala preferred)
Excellent communication skills and ability to learn fast
Experience in developing machine learning solutions to solve real-world problems is a plus
Experience with Hadoop or Spark is a plus

“The pay range for this position is: $35.20 – $54.20 (per hour), and varies based on education and location”

How you will lead

Sample Intern Projects From Previous Years

Adversarial Deep Learning ranking algorithms for question-answer forums
Use topic modeling to link form lines to verbose instruction/publication documents
Patch-based information extraction using an unsupervised form segmentation algorithm
Assess agent call quality using call transcript data
Apply deep learning for transaction time series forecasting with uncertainty estimation
Explore active learning to improve the event labels used to train our supervised models
Predict cognitive biases using financial data
A Deep-Learning Approach to building Temporal Recommendation Models
Real-Time Churn Prediction Models
Developing an unsupervised knowledge acquisition for question answering with Pre-trained Language Models
Developing a customer intent classifier model for Intuit Digital Assistant

Manager II WFM Operations & Strategy

Intuit’s Expert Network Real Time Operations team is looking for a senior level manager who is passionate about the customer experience, who thinks/acts cross functionally, and who will elevate our AI-powered digital and human expertise. The ideal candidate will possess both an optimization background that enables them to manage the near term horizon, and a demonstrated ability to solve business problems and influence strategic decisions using data storytelling. The successful candidate will drive strategy, execution and insights for AI native experiences across the development lifecycle and use data, strategic thinking and advanced scientific methods including predictive modeling to enable data-backed decision making for Intuit at scale.

The successful candidate will partner with Product Management, Product Development, Service Delivery, Partner Management, Capacity Planning and Resource Operations teams.

Responsibilities

Build and lead a team of business analysts, providing leadership, direction, and guidance.
Develop data-driven insights to drive Expert Network capacity decisions and improve business outcomes.
Technical understanding of upstream workforce management (WFM) value chain to own the comprehensive handoff and explanation of the capacity waterfall
Collaborate with product management and development teams to contribute to an AI Powered E2E WFM Platform
Manage operational effectiveness of data mining, statistical analysis, and predictive modeling programming activities.
Partner with cross-functional teams to initiate, lead, or contribute to large-scale/complex strategic projects.
Act as a thought partner to senior leaders to prioritize/scope projects, provide recommendations, and evangelize data-driven business decisions in support of strategic goals.
Optimize Expert occupancy to match premium customer service with optimal internal productivity and cost management.
Partner closely with all Expert Network teams to make critical decisions about where we invest our efforts, understanding the impact of our business, defining key success metrics, and core segmentations.
Influence team’s roadmap by sharing findings with the rest of the company, and driving and verifying change in our Expert Network outcomes.

Qualifications

Innovative and disruptive technology leader solving long term strategic outcomes
Proven ability to apply scientific methods to solve real-world problems
Strong business and product sense: delight in shaping vague questions into well-defined analyses and success metrics that drive business decisions
Excellent communication skills: able to lead initiatives across multiple work streams and communicate findings with leadership teams
Knowledge to translate quantitative findings into actionable insights and influence business decisions
Ability to draw on experience to identify where data can have the most impact and clearly communicate findings and recommendations to partner teams
Ability to turn ambiguous questions and problems into clear deliverables and insights
Experience in querying and manipulating large data sets
Ability to make tradeoffs between speed and accuracy wisely
Strong background in statistical analysis, programming, and experimentation
Bachelor’s or Master’s degree in Statistics, Mathematics, Computer Science, Economics or related field; Equivalent work experience considered