Proactively identify issues, propose solutions with apply a data driven approach to analyze conversation logs, operational data, and user feedback to identify gaps and improve resolution rates, containment rates, and customer satisfaction
Act as a subject matter expert for Customer Care platforms, specifcially voicebot products powered by AI
Independently own end to end execution of assigned product operations initiatives, from problem identification to solution implementation and post launch performance tracking
Work closely with cross functional stakeholders (Customer Experience, Product, R&D, including algorithm engineers and product managers) to design and implement optimal solutions aligned with customer and business needs
Construct, maintain, and continuously optimize knowledge bases to support AI understanding and ensure alignment with market requirements and customization needs
Perform data annotation and provide structured, high quality feedback to train and improve AI and NLP models
Prepare regular reporting, dashboards, and deep-dive analyses to communicate insights, risks, and opportunities to stakeholders
Job Requirements:
Key skills required:
Strong written and verbal communication skills in English (Mandaris is plus)
High level of empathy with a strong focus on customer experience and satisfaction
Strong analytical skills with the ability to work with large datasets accurately and with close attention to detail
Proficient in Microsoft Excel and data analytics tools (e.g., Python, SQL, Power BI) ability to structure, analyze, and interpret operational data
Excellent interpersonal, communication, and presentation skills, with the ability to work effectively across teams
Demonstrated ability to identify process gaps and drive continuous improvement initiatives
Comfortable working in a fast-paced environment with frequently changing priorities
Qualification:
Bachelor's degree with 4-6 years experience
Prior experience in the contact center or ecommerce industry is a plus
Exposure to AI, machine learning, chatbots, voicebots, or experimentation frameworks (e.g., A/B testing) is an advantage
