Remote Conversational Intelligence Analyst

ACC PREMIERE • Parma, OH

17h • $80,000 - $100,000 • Remote

About The Position

A conversational intelligence analyst evaluates customer and agent omni channel interactions using AI and natural language processing to extract intent, sentiment, and behavioral trends that drive business strategy, product development, and operational performance. We are seeking a data-driven and analytical Conversational Intelligence Analyst to join our innovations team. In this role, you will uncover actionable insights regarding customer sentiment, operational bottlenecks, and compliance trends. Your findings will directly influence product development, marketing strategies, and customer experience (CX) optimization. This is a remote position, but if you live within driving distance of one of our locations, you may be required to come into the office on occasion. This will be discussed with candidates that this applies to.

Requirements

• 2–5 years of experience in data analytics, customer experience analytics, or business intelligence.
• Strong proficiency in SQL and experience building visualizations in Tableau or Power BI.
• Experience with speech/text analytics engines (e.g. CallMiner, Medallia, et al).
• Ability to translate complex, quantitative datasets into clear, narrative-driven business recommendations for non-technical leadership.
• Must be authorized to work in the US - No sponsorship available at this time.

Nice To Haves

• Ability to leverage syntax and AI assistants to create prompts.

Responsibilities

• Extract, clean, and organize unstructured conversation logs into structured data frameworks.
• Track specific customer pain points, competitor mentions, and product feature feedback using NLP queries.
• Create, maintain, and automate operational dashboards in BI tools (e.g., Tableau, Power BI) to display key performance indicators (KPIs) like customer satisfaction (CSAT) and script adherence.
• Partner closely with Customer Support, Product, and Quality Assurance teams to turn conversational data into specific workflow improvements.
• Train, refine, and maintain the accuracy of speech-to-text categorization models and automated sentiment rules.
• Convert large volumes of unstructured audio and text logs into clean, searchable data Including creating flags/tags based on search criteria and questions from client teams.
• Identify emotional shifts, customer pain points, and competitor mentions.
• Design operational reporting (often via tools like Tableau/PowerBI) to visualize metrics like script adherence and customer satisfaction (CSAT).
• Partner with operations and product teams to translate conversation trends into actionable business changes.

What This Job Offers

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