CX Optimization Analyst
EXL · Bengaluru
The candidate must be passionate and highly skilled in business analytics and data representation. The candidate should also be highly knowledgeable in the contact center business use of emerging open-source data visualization tools Power BI, Domo etc. This is necessary for the creation of visually and verbally engaging reports and presentations, for clients, leadership teams, and other key stakeholders.
The candidate should be skilled in SQL database, Data crunching, Business analytics, Data analytics, and Python (added advantage) etc. Additionally have a deep understanding of A/B testing and be highly knowledgeable in key metric identification for driving and maintaining healthy business performance.
Experience in CC contact channels, digital products, Digital transformation solutions, Conversational AI Optimization (Voice & Digital), Client handling, and web data handling would be added advantage.
We are seeking a Data Analyst to support optimization initiatives across Chatbot and Voice AI solutions. This role focuses on analyzing conversational data, identifying customer experience gaps, evaluating Virtual Assistant (VA) journey performance, and generating actionable insights to improve automation outcomes and customer satisfaction.