Customer Data Analyst

Job Responsibilities:

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Support the daily operations of voicebot and chatbot platforms by monitoring system performance and escalating issues as needed to ensure service stability.

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Track and compile conversation data—including intent recognition accuracy, completion rates, and fallback rates—to support performance analysis and reporting.

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Review and update conversation flows, utterances, and knowledge base content based on user feedback and observed bot behavior.

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Conduct regular quality checks on bot responses and flag misclassified intents or poor user experiences for optimization.

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Collaborate with technical teams and customer service staff to gather requirements, report bugs, and follow up on enhancement requests.

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Maintain training data and expand the bot’s language understanding capabilities by adding new intents, entities, and sample utterances.

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Prepare operational reports and dashboards to provide visibility into bot performance metrics.

Job Requirements:

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Bachelor’s degree in Data Science, Computer Science, Information Technology, Linguistics, Business Administration, or a related discipline.

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At Least 1 year of experience in chatbot/voicebot operations, customer service, or data analysis is an advantage.

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Curious and eager to learn about conversational AI and customer experience.

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Detail-oriented with a systematic approach to problem-solving.

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Able to follow instructions while also taking initiative.

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Strong communication skills and comfortable working in a team environment.

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Proficiency in Excel and SQL.

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Familiarity with conversational AI platforms (e.g., Dialogflow, Rasa, or similar) is a plus but not required.

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Willingness to learn NLU/NLP concepts and bot management tools.