Digital Agent Analyst

Job Summary

A company is looking for a Digital Agent Analyst to enhance operational effectiveness and member experience through data-driven insights.

Key Responsibilities

• Oversee trends within IVA and AI functionality to improve call containment performance
• Define, optimize, and govern enterprise-wide IVA processes
• Develop and maintain dashboards and reports to track performance trends and forecast outcomes

Required Qualifications

• 3+ years of experience in business analysis, performance management, or strategic planning
• Bachelor's degree in Business, Finance, Economics, Data Analytics, or related field, or equivalent experience
• Proficiency in data visualization tools and advanced Excel skills
• Strong operational knowledge with data modeling and statistical analysis
• Understanding of Lean Six Sigma or other process improvement methodologies