Customer Data Analyst

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

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

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

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

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

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

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

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

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

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

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

Able to follow instructions while also taking initiative.

Strong communication skills and comfortable working in a team environment.

Proficiency in Excel and SQL.

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

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