CX Optimization Analyst

Job Description: The candidate must be passionate and highly skilled in business analytics and data representation. The candidate should also be highly knowledgeable in the contact center business use of emerging open-source data visualization tools Power BI, Domo etc. This is necessary for the creation of visually and verbally engaging reports and presentations, for clients, leadership teams, and other key stakeholders.

The candidate should be skilled in SQL database, Data crunching, Business analytics, Data analytics, and Python (added advantage) etc. Additionally have a deep understanding of A/B testing and be highly knowledgeable in key metric identification for driving and maintaining healthy business performance.

Experience in CC contact channels, digital products, Digital transformation solutions, Conversational AI Optimization (Voice & Digital), Client handling, and web data handling would be added advantage.

Responsibilities: Data & Analytics

• Gather, clean, and consolidate data from multiple sources for reporting and analysis.
• Create structured datasets and derive KPIs from transcripts, BoT logs, and operational metrics. Perform data reconciliation to ensure reporting accuracy.

Conversational AI Performance Analysis

• Analyze chatbot and voicebot performance trends and customer journeys.
• Review the impact of Virtual Assistant (VA) journey and conversation flow designs on customer experience and business outcomes
• Identify containment failures, authentication issues, drop-offs, and intent misclassifications.
• Review transcripts and call recordings to identify STT issues and customer sentiment patterns. Validate business assumptions and measure pre/post optimization impact.

Insights & Optimization

• Generate actionable insights and recommend optimization initiatives.
• Identify and prioritize improvement opportunities across:
  • Use case and channel expansion
  • Conversation flow and journey optimization
  • Verbiage and AI model enhancement
  • Authentication journey optimization
  • Repeat interaction reduction
  • Customer feedback and sentiment analysis
• Estimate business impact and KPI uplift opportunities from optimization initiatives. Support hypercare monitoring and continuous improvement initiatives.

Stakeholder & Business Reviews

• Prepare dashboards, business reviews, and performance presentations.
• Collaborate with delivery, operations, and client stakeholders.
• Contribute to optimization roadmaps and advisory discussions.

Qualifications: Bachelor's/Master's Degree with 6-9 years in Data Analytics, CX Analytics, Conversational AI Analytics, or related roles