Conversational Analyst

3 days, 9 hours ago
Full-time
Mid Level
Data Science and Analytics
Transform9

Transform9

Transform9 offers an automated voice bot virtual assistant designed for physician practices, enabling patients to engage in intelligent conversations using the existing practice phone number or website, without the need for additional apps or new phone...

Internet Software & Services
1-10
Founded 2019

Description

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

Requirements

  • 3+ years of experience in conversation design, linguistics, data analysis, or a related analytical role.
  • Strong analytical skills and comfort working with transcripts, structured data, and metrics.
  • Strong understanding of natural language, dialogue, and how people communicate.
  • 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).

Benefits

  • Top-tier medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Paid time off and holidays.
  • Paid parental leave.
  • Remote work in the US, with a hybrid schedule available in Birmingham, AL (3 days in office / 2 remote).

Interested in this position?

Apply directly on the company website

Apply Now

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