AI Conversation Analyst

ZenBusiness Inc.

13d • Remote

About The Position

We’re seeking an AI Conversation Analyst to own the end-to-end quality strategy, governance, and performance optimization of our AI-driven experiences in our platform (Web, iOS, Android). You will partner with cross-functional teams — Product, Data, Engineering, and Customer Success — to define conversation quality metrics, analyze user interaction data, identify improvement opportunities, and ensure our AI experiences drive business outcomes such as higher conversion rates, increased customer lifetime value, and increased customer satisfaction.
This role sits at the intersection of business systems, analytics, and conversational AI, and reports to the Senior Director of Growth & AI. This is a fully remote role and ideal for someone passionate about making AI interactions more reliable, helpful, and aligned with real customer needs.

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.

Responsibilities

• 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.

Benefits

• The company offers various benefits to employees and their dependents, including medical, vision, dental, disability, and life insurance, as well as parental and military leave.
• Other benefits include an employee assistance program, 401k + match, annual bonus, pet insurance, and RSUs.
• Paid parking and 10 paid holidays are also provided.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed