AI Metrics & Analytics Lead for CX Insights

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

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.