Conversation Quality Analyst Sênior
Core
Map, test, monitor, and optimize conversational journeys across chatbots, IVRs, WhatsApp, and automated channels to improve automation efficiency and customer satisfaction.
Role type
Senior Conversation Quality Analyst
Builds
Optimized conversational flows and automated customer experiences
Domain
Customer Experience / Conversational AI
Deliverable
product features
Required skills
Journey and flow mapping, Bot architecture understanding, Test case design, Root cause analysis, Data-driven analysis, Cross-functional collaboration
Preferred skills
Miro proficiency, Customer behavior analysis
Technologies
Miro, Chatbots, IVR, WhatsApp
Responsibilities
Map and document detailed conversational journeys across automated channels; Design and execute end-to-end tests covering complex intents and exceptions; Investigate root causes of conversational and operational issues; Monitor CX and operational metrics to identify improvement opportunities; Translate findings into practical improvements for UX and flow logic; Collaborate with business, UX, development, and operations teams to implement optimizations.