Netomi
Himalayas · Posted 24d ago
Lead Business Analyst (Contract)
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Indexed description
Lead conversation-level analytics across AI and human-assisted customer interactions. Analyze resolution quality, looping behavior, escalation effectiveness, and failure patterns across clients. Produce decision-grade insights and recommendations that guide AI optimization and product improvements.
Requirements
- 5–8+ years of experience in analytics, applied science, decision science, or CX analytics roles
- Strong experience analyzing conversational, customer support, or interaction-level data
- Hands-on working knowledge of SQL and Python for data exploration and analysis
- Experience using LLMs or Gen-AI tools for analysis and insight generation
- Ability to create basic dashboards or visualizations to communicate findings effectively
- Strong understanding of conversation quality, DSAT drivers, and CX performance metrics
- Experience working with enterprise-scale customers, platforms, or complex support environments
- Proven ability to communicate complex findings in clear, decision-oriented narratives
Originally posted on Himalayas
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