CX Optimization Analyst

EXL·Bengaluru

Pay not statedJunior levelFull-time

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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