Conversational Analyst

New

Remote (US). If you're in the Birmingham, AL area, this role is hybrid from our office (3 days in office / 2 remote).Full-TimeMiddle

Salary not disclosed

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Job Details

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.
Strong understanding of natural language, dialogue, and human communication.
Ability to translate qualitative observations into concrete design recommendations.
Excellent written communication and attention to nuance.
Comfort working with product and engineering teams in a fast-moving environment.
Experience with conversational AI, chatbots, voice assistants, or LLM-based products (nice to have).
Familiarity with healthcare, patient communication, or contact-center environments (nice to have).
Experience with SQL, Python, or data analysis and visualization tools (nice to have).
Background in linguistics, computational linguistics, or speech (nice to have).

Analyze deidentified patient call transcripts and agent interactions to identify failure points, friction, and opportunities to improve.
Define and track conversation quality metrics including containment, resolution, escalation, and patient experience.
Design and refine conversation flows, prompts, and agent responses in partnership with product and engineering.
Build and maintain taxonomies for intents, call types, and outcomes.
Run qualitative and quantitative analysis to prioritize the improvements with the biggest impact.
Partner with the Core Platform team to translate findings into agent behavior changes.
Monitor agent performance after changes ship and measure their impact.
Surface trends and recommendations to product and leadership.

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