CX Optimization Analyst
BengaluruFull-timeJunior levelPosted over a month ago
Customer support role at EXL in Bengaluru. Needs a degree.
About the role
Gather, clean, and consolidate data from multiple sources for reporting and analysis. Create structured datasets and derive KPIs from transcripts, BoT logs, and operational metrics. Perform data reconciliation to ensure reporting accuracy. Analyze chatbot and voicebot performance trends and customer journeys.
What you'll do
- Create structured datasets and derive KPIs from transcripts, BoT logs, and operational metrics
- Perform data reconciliation to ensure reporting accuracy
- Analyze chatbot and voicebot performance trends and customer journeys
- Review the impact of Virtual Assistant (VA) journey and conversation flow designs on customer experience and business outcomes
- Identify containment failures, authentication issues, drop-offs, and intent misclassifications
What you need
- Data visualisation
- Power BI
- Reconciliation
Good to have
- SQL
- Python