oracle
CX Optimization Analyst
EXL
Karnataka, IND
Senior · 6–9 years experience
Hybrid
Discovered 2 weeks ago
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About the Role
We are seeking a Data Analyst to support optimization initiatives across Chatbot and Voice AI solutions. This role focuses on analyzing conversational data, identifying customer experience gaps, evaluating Virtual Assistant (VA) journey performance, and generating actionable insights to improve automation outcomes and customer satisfaction.
Key Skills for This Role
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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
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