Conversational Analyst
Transform9 · Birmingham, AL · 1 wk ago
RemoteRemoteOTHRFull-time
About the role
Transform9's voice agents succeed or fail on the quality of their conversations. 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.
What You'll Do
- 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
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
- Able to translate qualitative observations into concrete design recommendations
- Excellent written communication and attention to nuance
- Comfortable working with product and engineering teams in a fast-moving environment
Nice to have
- 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