Senior Analyst, Call Insights

Job Summary

A company is looking for a Sr. Analyst, Technology & Data - Call Insights & Caller Intent Analysis.

Key Responsibilities

• Design and evolve a structured caller intent taxonomy aligned with operational and strategic priorities
• Translate unstructured conversational data into measurable signals that track resolution, escalation, repeat contacts, churn risk, and customer friction
• Validate AI-generated intent classifications using structured QA frameworks and identify performance drivers across the customer journey

Required Qualifications

• 5+ years of experience in conversational analytics, contact center analytics, or related data disciplines
• Experience designing or managing intent frameworks and AI classification validation methodologies
• Hands-on experience with conversational intelligence platforms and AI-generated tagging systems
• Proven ability to translate unstructured interaction data into measurable operational insights
• Experience working cross-functionally with operations, service delivery, and product teams