Digital Agent Analyst

Job Summary

A company is looking for a Digital Agent Analyst who will optimize and govern enterprise-wide IVA processes to enhance operational effectiveness and member experience.

Key Responsibilities

• Oversee trends within IVA and AI functionality to improve call containment performance
• Analyze KPIs to assess operational efficiency and financial health of the business
• Collaborate with cross-functional teams to identify performance gaps and recommend solutions

Required Qualifications, Training, and Education

• High School Diploma or GED
• Bachelor's degree in Business, Finance, Economics, Data Analytics, or related field, or equivalent experience
• 3+ years of experience in business analysis, performance management, or strategic planning
• Experience in managing cross-functional projects and initiatives