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AI Voice Bot Handoff Quality Analyst

Brandon Kim

Full-time · Job · Chicago

About the role

You'll be the sixth analyst on a voice AI team of fourteen, working directly with the conversation design group. Too many of our voice bot calls hand off to a human agent at the wrong moment, either too early when the bot could have resolved it, or too late after the caller is already frustrated. This role is about measuring handoff timing quality and recommending where the thresholds need to move.

Responsibilities

  • Analyze voice bot transcripts to evaluate handoff timing quality
  • Build statistical models identifying premature or delayed handoffs
  • Recommend threshold adjustments to the conversation design team
  • Report handoff quality trends in the weekly voice AI review

Requirements

  • 3+ years in conversational analytics or applied statistics
  • Experience working with transcript or NLP-derived data
  • Comfortable presenting recommendations to a cross-functional team
  • Familiarity with prompt-based conversation systems

Benefits

  • Fully remote position
  • Competitive salary + equity
  • Health and dental insurance
  • Quarterly team offsites

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Categories

data science & analytics NLP & Prompt Engineering

Skills

python hugging face prompt engineering statistics

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Job Type

Full-time

Level

Mid-Level

Language

English

Salary Range

$100k – $130k / year

AI Expertise

data science & analytics NLP & Prompt Engineering

Skills

python hugging face prompt engineering statistics

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