ZenBusiness

AI Conversation Analyst

ZenBusiness

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQLTableau

About the role

  • Define and measure conversation quality KPIs that align with product, support, and business goals.
  • Conduct systematic quality audits of AI conversations using both quantitative metrics and qualitative assessment, flagging conversations that went well and those that need improvement.
  • Analyze conversation data to identify failure patterns, drop-off points, conversion blockers, and untapped sales opportunities.
  • Partner with product and engineering to translate analytical insights into specific improvements: prompt refinements, conversation flow redesigns or updates to logic for how our AI responds to queries.
  • Establish quality assurance processes and frameworks that scale with conversation volume.
  • Support the integration of conversational quality tools and frameworks into existing workflows and tooling.
  • Present findings and recommendations to leadership with clear narratives connecting AI performance to business outcomes.
  • Lead cross-functional initiatives.
  • Own the AI conversation quality testing strategy, define standards, performance benchmarks, and a long-term improvement roadmap.

Requirements

  • 5+ years of experience with a track record of business impact in analytics, business systems, conversational AI, UX, or related roles.
  • Strong analytical skills with hands-on experience in data interpretation, trend analysis, and reporting.
  • Familiarity with conversational AI principles, metrics (e.g., intent accuracy, resolution rate), and tools (e.g., Claude, ChatGPT, Gemini).
  • Excellent written and verbal communication skills with the ability to translate data insights into narrative recommendations.
  • Experience with SQL and BI tools (e.g., Looker or Tableau) and comfort leading self-serve analysis.
  • Strong curiosity, attention to detail, and a data-informed mindset.
  • Ability to thrive in a remote, cross-functional, collaborative environment.
Benefits
  • medical, vision, dental, disability, and life insurance
  • parental leave
  • military leave
  • employee assistance program
  • 401k + match
  • annual bonus
  • pet insurance
  • RSUs
  • Paid parking*
  • 10 paid holidays
Applicant Tracking System Keywords

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

Hard Skills & Tools
data interpretationtrend analysisreportingSQLbusiness impact analyticsconversational AIquality assurance processesperformance benchmarksconversation flow redesignKPI measurement
Soft Skills
analytical skillswritten communicationverbal communicationattention to detailcuriositycollaborationcross-functional leadershipnarrative developmentproblem-solvingdata-informed mindset