A Conversation Analyst will be responsible for ensuring the quality of our AI output remains in high standards while we also look for opportunities to drive engagement from our customers’ agents. Conversation Analysts will be completing regularly scheduled Quality Assurance checks while providing feedback to our customers directly or through the Success team. Conversation Analysts will also be expected to meet with our customers’ agents while they are being onboarded to our systems to assist with providing feedback to the agents based on conversations reviewed, while also collecting feedback for us to address changes that will need to be made.
Additionally, the Conversation Analyst will use Google Suite and in-house tools to complete various analyses of conversations to find opportunities for our customer’s agents. Training will be provided on our conversation guidelines and the various processes in place to analyze conversations.
What you will do: Perform regularly scheduled QAs to ensure quality remains high to ensure engagement and buy in from our customersCompleting analyses to find trends that may be hurting our AI output or our customers’ agents performanceCompleting various data labeling tasks to train our AI models and improve output as necessaryCompleting onboarding sessions with our customers’ agents and perform weekly check-in’s to check AI outputAttending regularly scheduled meetings with team and engineers to provide feedback with ongoing bugs and updatesPossess outstanding verbal and written communication skills