Conversational Analyst

Transform9 • Birmingham, AL

9h • Hybrid

About The Position

Transform9 builds AI agents that answer every call for physician practices — scheduling appointments, routing callers, and resolving routine requests in seconds, around the clock. Our agents integrate directly with each practice's EHR, practice management, and phone systems, and adapt to how their front office actually works. The Conversational Analyst studies how patients and agents actually talk — analyzing real call data to find where agents excel, where they break down, and how to make every interaction faster, clearer, and more human. You'll turn conversation data into the insights and design changes that improve agent performance across thousands of practices.

Requirements

• 3+ years in conversation design, linguistics, data analysis, or a related analytical role
• Strong analytical skills — comfortable working with transcripts, structured data, and metrics
• Strong understanding of natural language, dialogue, and how people communicate
• Ability to translate qualitative observations into concrete design recommendations
• Excellent written communication and attention to nuance
• Comfort working with product and engineering teams in a fast-moving environment

Nice To Haves

• Experience with conversational AI, chatbots, voice assistants, or LLM-based products
• Familiarity with healthcare, patient communication, or contact-center environments
• Experience with SQL, Python, or data analysis and visualization tools
• Background in linguistics, computational linguistics, or speech

Responsibilities

• Analyze deidentified patient call transcripts and agent interactions to identify failure points, friction, and opportunities to improve
• Define and track conversation quality metrics — containment, resolution, escalation, and patient experience
• Design and refine conversation flows, prompts, and agent responses in partnership with product and engineering
• Build and maintain taxonomies for intents, call types, and outcomes
• Run qualitative and quantitative analysis to prioritize the improvements with the biggest impact
• Partner with the Core Platform team to translate findings into agent behavior changes
• Monitor agent performance after changes ship and measure their impact
• Surface trends and recommendations to product and leadership

Benefits

• Top-tier health coverage: medical, dental & vision
• 401(k)
• Paid time off + holidays, and paid parental leave

What This Job Offers

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