AI Measurement and Analytics Specialist

Percepta LLC; Cainta; On-site; PHP 800,000 - 1,500,000; Full time

Benefits offered by this job

FSA/HSA

401(k)

Vacation/Sick Time

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development (Percepta)

Job summary

Percepta LLC is seeking an AI Measurement and Analytics Specialist to own data behind AI adoption and value decisions, from telemetry capture to dashboards informing GO/ITERATE/STOP calls. You’ll ensure data quality and provide true insights into agent and customer experiences beyond system logs.

You will collaborate with IT, Power BI reporting teams, and operations to maintain accurate baselines, archives, and scorecards, supporting enablement and governance across our global programs.

Qualifications

• Bachelor’s degree in a related field.
• 4+ years in advanced data analytics, reporting, or BI in a contact center or customer experience environment.
• Experience with baseline and KPI measurement methodologies (pre/post comparison, proxy metrics).
• Experience supporting offshore/onshore hybrid reporting cadences (Preferred).
• Previous exposure to AI/automation performance tracking or agentic AI tooling (Preferred).
• Proficiency with AI Analytics tools, or equivalent reporting tools; comfortable building and maintaining dashboards.
• Strong attention to detail and data governance discipline.

Responsibilities

• Own baseline and post-deployment telemetry capture, coordinating with IT and the Power BI reporting team.
• Maintain dashboards and scorecards that reliably support GO / ITERATE / STOP calls.
• Protect data quality and instrumentation integrity across the program.
• Ensure measurement reflects the true agent and customer experience, not just system telemetry.
• Flag data quality or instrumentation gaps to the Lead, AI Value Realization & Adoption before they affect reporting integrity.
• Partner with Operations and AI Enablement leadership to ensure measurement reflects the true agent and customer experience, not just system telemetry.

Skills

Data analytics

KPI measurement

Dashboard development

AI analytics tools

Attention to detail

Education

Bachelor’s degree in a related field

4+ years data analytics experience

Tools

Power BI

Job description

Job Description - AI Measurement and Analytics Specialist (04E54)

AI Measurement and Analytics Specialist

At Percepta, we bring first-class service across each market we support. As AI Measurement and Analytics Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The AI Measurement and Analytics Specialist owns the data behind every AI adoption and value decision our program makes, from baseline capture through the dashboards that inform GO / ITERATE / STOP calls.

This role makes sure the numbers tell the true story of what’s happening for agents and customers, not just what the system logs.

The role sits within Client Engagement – Transformation, AI Enablement & Adoption (Business Development / Global), and reports to the Senior Manager, AI Solutions Product Owner.

Core Objectives

• Ground every AI adoption and value decision in accurate, timely data
• Maintain dashboards and scorecards that reliably support GO / ITERATE / STOP calls
• Protect data quality and instrumentation integrity across the program
• Ensure measurement reflects the true agent and customer experience, not just system telemetry

During a Typical Day, You’ll

1. Baseline & Telemetry Data Capture

• Own baseline and post-deployment telemetry capture, coordinating with IT and the Power BI reporting team
• Support baseline data collection ahead of each Champion Sprint and Wave, grounding enablement plans in real agent and customer performance data
• Maintain historical baseline and performance archives supporting quarterly portfolio reviews
• Compile scorecard data and maintain dashboard specifications used in GO / ITERATE / STOP scale decisions
• Track Agentic AI performance as AI Employee tooling scales across the program
• Maintain training completion and readiness data feeding into the enablement dashboard

  3. Data Quality & Cross-Functional Partnership

  • Flag data quality or instrumentation gaps to the Lead, AI Value Realization & Adoption before they affect reporting integrity
  • Partner with Operations and AI Enablement leadership to ensure measurement reflects the true agent and customer experience, not just system telemetry

  What You Bring to the Role

  • Bachelor’s Degree in a related field
  • 4+ years in advanced data analytics, reporting, or business intelligence, ideally within a contact center or customer experience environment
  • Experience with baseline and KPI measurement methodologies (pre/post comparison, proxy metrics)
  • Experience supporting offshore/onshore hybrid reporting cadences (Preferred)
  • Previous exposure to AI/automation performance tracking or agentic AI tooling (Preferred)
  • Proficiency with AI Analytics tools, or equivalent reporting tools; comfortable building and maintaining dashboards
  • Strong attention to detail and data governance discipline

  What You Can Expect

  • Flexible Spending Account (FSA) and Health Savings Account (HSA)
  • 401(k)
  • Vacation/Sick Time and Paid Holidays
  • Tuition Reimbursement
  • Employee Assistance Program
  • Employee Discount Program
  • Training and Development Programs (Percepta College)

  A Bit More About Your Role

  Success Metrics (First 6–12 Months)

  • Baseline and post-deployment telemetry consistently captured on schedule for each Champion Sprint and Wave
  • Dashboards and scorecards reliably support GO / ITERATE / STOP decisions with no material data gaps
  • Data quality and instrumentation issues flagged and resolved before they affect reporting integrity
  • Positive feedback from AI Enablement and Operations leadership on measurement accuracy and clarity

  About Percepta

  Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

  Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, we:

  Lead with Humility – We listen first, lead with empathy, and stay grounded so people and ideas have room to grow.

  Service beyond self – We serve others - clients, customers, and teammates - with care and integrity in every interaction.

  Leave it Better – We take ownership and leave every process, person, and place better than we found it.

  Win together - We succeed together by lifting each other up, influencing one another for the better, and ensuring everyone wins.

  Deliver Remarkable - We engage openly and with curiosity to co-create bold ideas that connect and inspire.

  Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

  Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing services and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their unique way.

  As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

  Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payment or personal information such bank account details from applicants at any point in the recruitment process.

  From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.