Conversational Analyst

Job Summary

Analyzing patient call interactions, the full-time remote Conversational Analyst will identify improvement opportunities for AI agents by studying call data, defining quality metrics, and collaborating with product and engineering teams to enhance conversation flows.

Key responsibilities

• Analyze deidentified patient call transcripts and agent interactions to pinpoint failure points and opportunities for improvement
• Define and track conversation quality metrics, including containment, resolution, and patient experience
• Collaborate with product and engineering teams to design and refine conversation flows and agent responses

Required qualifications

• 3+ years in conversation design, linguistics, data analysis, or a related analytical role
• Strong analytical skills with experience working with transcripts, structured data, and metrics
• Deep understanding of natural language and dialogue communication
• Ability to translate qualitative observations into actionable design recommendations
• Comfort working in a fast-paced environment with product and engineering teams