About this role

Monitor and analyze key performance indicators (KPIs) for usage, agent interaction percentage, call resolution rate, and feedback
Provide insights into chatbot performance and user behavior
Support training and change management initiatives for internal stakeholders
Identify inefficiencies or gaps in knowledge content impacting performance and adoption of Agent Assist tools
Collaborate with developers, content team, and business knowledge owners to refine performance and content accuracy
Support system training/improvement and intent tuning in coordination with product and tech teams
Partner with stakeholders to prioritize enhancements based on impact and feasibility
Conduct usability testing and gather user feedback to continuously improve user experience
Conduct gap analyses and identify opportunities for chatbot automation or enhancement

Bachelor’s degree in Computer Science, Engineering, Business, or related field
5+ years of experience in digital transformation, client experience, or project management
2+ years experience building and presenting decks to senior leadership
Experience in CX / agent support / service tools is a strong plus

Senior Analyst, Agent Assist

Key skills