Note: The job is a remote job and is open to candidates in USA. Transform9 is a company that builds AI agents for physician practices to improve patient communication. The Conversational Analyst role involves analyzing call data to enhance agent performance and improve patient interactions.
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
Skills
- 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
- 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
Benefits
- Top-tier health coverage: medical, dental & vision
- 401(k)
- Paid time off + holidays, and paid parental leave
Company Overview
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