Related skills
analytics sql python ai dashboards📋 Description
- Lead conversation-level analytics across AI and human-assisted interactions.
- Analyze resolution quality, looping behavior, escalation effectiveness, and failure patterns across clients.
- Identify recurring patterns that help clients reduce customer friction, confusion, and repeat contacts.
- Own DSAT and Voice-of-Customer root-cause analysis, linking dissatisfaction to conversation and journey issues.
- Explain how prompts, knowledge sources, playbooks, and tools influence AI behavior and outcomes.
- Produce decision-grade insights and recommendations that guide AI optimization and product improvements.
🎯 Requirements
- 6–10+ years of experience in analytics, applied science, decision science, or CX analytics roles
- Strong experience analyzing conversational, customer support, or interaction-level data
- Hands-on SQL and Python for data exploration and analysis
- Experience using LLMs or Gen-AI tools for analysis, including prompts to summarize and extract patterns
- Ability to create basic dashboards or visualizations to communicate findings effectively
- Strong understanding of conversation quality, DSAT drivers, and CX performance metrics
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