Conversational Intelligence Analyst

Jobtailor; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor seeks a data analytics professional to evaluate omnichannel interactions and extract structured insights from conversation logs. The role focuses on tracking pain points, sentiment, and behavioral trends across channels, while building dashboards in Tableau or Power BI.

You will visualize CSAT metrics, collaborate with Support, Product, QA, and Operations to drive improvements, and train speech-to-text models for accurate categorization and sentiment rules.

Qualifications

• 2–5 years of experience in data analytics, customer experience analytics, or business intelligence.
• Strong proficiency in SQL.
• Experience building visualizations in Tableau or Power BI.
• Experience with speech/text analytics engines such as CallMiner or Medallia.
• Ability to translate complex quantitative datasets into clear, narrative-driven business recommendations for non-technical leadership.

Responsibilities

• Evaluate customer and agent omnichannel interactions using AI and NLP.
• Extract, clean, and organize unstructured conversation logs into structured data frameworks.
• Track customer pain points, competitor mentions, product feedback, sentiment, intent, and behavioral trends.
• Create, maintain, and automate operational dashboards in Tableau or Power BI.
• Visualize KPIs including CSAT and script adherence.
• Partner with Customer Support, Product, QA, operations, and product teams to turn data into workflow improvements.
• Train, refine, and maintain speech-to-text categorization models and automated sentiment rules.
• Convert audio and text logs into clean, searchable data with flags and tags.
• Translate conversation trends and datasets into actionable recommendations for leadership.

Skills

SQL

Tableau/Power BI

Speech/Text Analytics

Narrative data storytelling

Tools

Tableau

Power BI

CallMiner

Medallia

Job description

• Evaluate customer and agent omnichannel interactions using AI and natural language processing


• Extract, clean, and organize unstructured conversation logs into structured data frameworks


• Track customer pain points, competitor mentions, product feedback, sentiment, intent, and behavioral trends


• Create, maintain, and automate operational dashboards in Tableau or Power BI


• Visualize KPIs including customer satisfaction (CSAT) and script adherence


• Partner with Customer Support, Product, Quality Assurance, operations, and product teams to turn conversational data into workflow and business improvements


• Train, refine, and maintain speech-to-text categorization models and automated sentiment rules


• Convert audio and text logs into clean, searchable data, including creating flags and tags


• Translate conversation trends and quantitative datasets into actionable recommendations for non-technical leadership

Requirements

• 2–5 years of experience in data analytics, customer experience analytics, or business intelligence


• Strong proficiency in SQL


• Experience building visualizations in Tableau or Power BI


• Experience with speech/text analytics engines such as CallMiner or Medallia


• Ability to translate complex quantitative datasets into clear, narrative-driven business recommendations for non-technical leadership


• Must be authorized to work in the US


• No sponsorship available at this time

Core Competencies

Demonstrates expertise in data analytics and customer experience analytics, with strong proficiency in SQL and experience in building visualizations using Tableau or Power BI. Capable of translating complex datasets into actionable business recommendations for non-technical leadership.

Highest-signal resume keywords

• Data Analytics


• Customer Experience Analytics


• SQL Proficiency


• Tableau Visualization


• Speech/Text Analytics

ATS Optimization Keywords

Hard Skills

• Data Cleaning


• Data Organization


• Operational Dashboard Automation


• KPI Visualization


• Sentiment Analysis


• Behavioral Trend Analysis


• Conversation Log Structuring


• Quantitative Data Translation


• Speech-to-Text Model Training


• Automated Sentiment Rules

Soft Skills

• Collaboration


• Communication


• Problem-Solving

Industry Keywords

• Omnichannel Interactions


• Customer Satisfaction (CSAT)


• Product Feedback


• Competitor Mentions


• Intent Analysis

Tools & Technologies

• Tableau


• Power BI


• CallMiner


• Medallia