Data Analyst (Call Channel & AI Insights)

Overview:

We are seeking a Data Analyst for the Call Channel to translate AI-generated insights from customer call transcripts into actionable product and operational improvements.

This role focuses on understanding insights produced by Data Science models, rather than performing deep analytical modeling.

You will work closely with Data Scientists, Product Teams and Product Managers to ensure insights are clearly understood, prioritized, and effectively implemented.

Embedded in a cross-functional product team and analytics squad, you will help identify contact drivers, shape solutions, and drive initiatives that reduce call volume and improve customer experience.

The role sits at the intersection of data analytics, customer experience and product development. We are looking for a candidate who is business-oriented, structured, and impact-driven, able to bridge the gap between technical insights and real-world implementation.

Key Responsibilities:

• Work with AI-generated outputs from call transcript analysis (e.g., contact reasons,

intent classification, conversation themes)

• Interpret and validate AI insights in collaboration with Data Scientists, ensuring business relevance and clarity
• Identify and structure key call drivers, customer pain points, and recurring issues
• Translate insights into clear, actionable recommendations for product and

operational teams

• Collaborate with product teams to define features, improvements, and initiatives

aimed at reducing call volume

• Develop a deep understanding of customer journeys
• Act as a bridge between Technical Team and Product Teams ensuring shared

understanding of insights

• Analyze call center performance using SQL and/or Python (Databricks) across structured metrics and conversational datasets when needed
• Hands-on experience in connecting to various data sources, managing data integrations and exploring and analyzing data across multiple platforms and systems.
• Design, build, and maintain Tableau dashboards to track live chat KPIs and enable self serve insights
• Identify trends, customer pain points, and behavioral patterns, and translate them into actionable insights
• Write advanced queries and data transformations to process large-scale, multi-source datasets
• Perform data preparation, exploratory analysis, and reporting automation
• Ensure data consistency, KPI alignment, and clarity across teams

Requirements:

• 3–5 years of experience in Data and Product Analytics
• Strong ability to interpret data and translate insights into business actions
• Solid working knowledge of SQL and data exploration (Databricks preferred)
• Solid understanding of prompting and GPT models
• Experience working with cross-functional teams (product, operations, data science)
• Understanding of customer journeys and contact center environments
• Experience building dashboards in Tableau or similar BI tools
• Strong communication skills across technical and non-technical stakeholders
• Hands-on, proactive mindset with ownership of end-to-end topics Preferred Profile
• Experience working with AI-driven insights or conversational analytics
• Proven experience in Data Analytics and Visualization
• Strong interest in customer behavior
• Comfortable interpreting complex or abstract outputs from data science models
• Impact-driven, proactive, structured, and able to connect insights to tangible outcomes