CX Optimization Analyst

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.

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.

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

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.