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May 17, 2021

Conversation Analyst

Full-Time · USA (Remote) · Engineering · Apply Now
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 customers
  • Completing analyses to find trends that may be hurting our AI output or our customers’ agents performance
  • Completing various data labeling tasks to train our AI models and improve output as necessary
  • Completing onboarding sessions with our customers’ agents and perform weekly check-in’s to check AI output
  • Attending regularly scheduled meetings with team and engineers to provide feedback with ongoing bugs and updates
  • Possess outstanding verbal and written communication skills

  • What we look for:

  • 3 years experience in Customer Service or Sales in a contact center environment
  • Ability to troubleshoot various common internet issues and being able to identify errors that occur within our web based tools.
  • Strong communication skills (verbal and written)
  • Microsoft Office or G Suite experience
  • Ability to work varying customers’ schedules including evenings, weekends and holidays
  • High school diploma
  • Experience communicating bugs and improvements made with computer software (not required)
  • 2 year Call Center Sales or SEO Sales experience (not required)
  • Experience using call flows/conversation guides successfully to increase desired metrics (not required)

  • Apply Now