Exemplis LLC

CX AI Analyst

Exemplis LLC

full-time

Posted on:

Location Type: Hybrid

Location: Cypress • California • United States

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Salary

💰 $74,698 - $112,047 per year

About the role

  • Implement KPIs for an AI–human hybrid Customer Experience workforce, ensuring performance measurement balances efficiency, service quality, customer satisfaction, and human empathy.
  • Establish and maintain metrics across AI performance, human-in-the-loop effectiveness, and end-to-end customer outcomes, including CSAT, Customer Effort, first-contact resolution, containment/deflection, and escalation quality.
  • Establish and maintain quality assurance standards for AI-supported customer interactions, ensuring accuracy, tone, brand alignment, and compliance across all digital and AI-enabled channels.
  • Perform ongoing QA reviews of chatbot conversations, AI workflows, and AI-assisted agent interactions, identifying gaps and improvement opportunities.
  • Partner with CX, Operations, and IT teams to ensure KPIs are actionable, clearly defined, and consistently measured across AI and human-supported channels.
  • Translate KPI insights into recommendations that improve ease of doing business, workforce effectiveness, and customer trust.
  • Ensure QA practices reinforce a human-in-the-loop service model, validating when AI should resolve issues independently and when escalation to a human is required.

Requirements

  • Associate’s degree or higher in any field and/or equivalent practical or professional experience
  • 1+ years’ experience working with or supporting AI-enabled or digital tools (eg chatbots, knowledge bases, CRM systems, workflow automation, or analytics platforms)
  • 2+ years’ experience in customer experience, digital service, analytics, quality assurance, automation, or technology-enabled roles
  • 2+ years’ experience using customer data, feedback, quality reviews, or service metrics to identify trends, gaps, and improvement opportunities
  • Strong analytical and problem-solving skills with the ability to translate insights into actionable recommendations.
Benefits
  • Competitive Salary: Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation.
  • Hybrid Work Schedule: We believe in supporting a healthy work–life balance and offer a flexible hybrid schedule, with remote work on Mondays and Fridays and onsite collaboration on Tuesdays, Wednesdays, and Thursdays.
  • Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date.
  • 401(k): We match 100% up to 3% and then 50% of the next 2% deferred.
  • Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!
  • Observed Holidays: 10 company observed holidays: New Years, Martin Luther King, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Day.
  • Employee Discounts: We offer discounts to our employee across all of our product lines.
  • Hit our Numbers Lunch: When we hit our monthly milestones, we all celebrate!
  • Tuition Scholarships: Partnership with UMASS Global for 10%-20% off tuition for you and/or your family.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KPI implementationquality assurancecustomer satisfaction metricsAI performance measurementdata analysisworkflow automationcustomer data analysistrend identificationservice metricsproblem-solving
Soft Skills
analytical skillsproblem-solving skillscommunicationcollaborationcustomer trust buildingrecommendation translationhuman empathyattention to detailadaptabilitycritical thinking