AI Conversation Analyst
Location
United States
Posted
7 days ago
Salary
Not specified
Job Description
Who We Are
We started our company to help others launch and run their own businesses, at any stage. The way we help is by keeping it simple and supporting entrepreneurs one step at a time. Put simply: our mission is to enable anyone to start, run, and grow their business while avoiding the common pitfalls that derail hopeful entrepreneurs. No more having to wade through forms, taxes, or ongoing state compliance.
We are a remote company based in Austin, Texas. We have team members from Florida to Oregon and all points in-between. Take pride in your work knowing that it shapes how people all across the country reach their goal of starting, running, and growing their business.
If the idea of helping people and working with a genuinely caring, supportive team excites you, then you’ve come to the right place.
The Role
We’re seeking an AI Conversation Analyst to own the end-to-end quality strategy, governance, and performance optimization of our AI-driven experiences in our platform (Web, iOS, Android). You will partner with cross-functional teams — Product, Data, Engineering, and Customer Success — to define conversation quality metrics, analyze user interaction data, identify improvement opportunities, and ensure our AI experiences drive business outcomes such as higher conversion rates, increased customer lifetime value, and increased customer satisfaction.
This role sits at the intersection of business systems, analytics, and conversational AI, and reports to the Senior Director of Growth & AI. This is a fully remote role and ideal for someone passionate about making AI interactions more reliable, helpful, and aligned with real customer needs.
Responsibilities
- Define and measure conversation quality KPIs that align with product, support, and business goals.
- Conduct systematic quality audits of AI conversations using both quantitative metrics and qualitative assessment, flagging conversations that went well and those that need improvement.
- Analyze conversation data to identify failure patterns, drop-off points, conversion blockers, and untapped sales opportunities.
- Partner with product and engineering to translate analytical insights into specific improvements: prompt refinements, conversation flow redesigns or updates to logic for how our AI responds to queries.
- Establish quality assurance processes and frameworks that scale with conversation volume.
- Support the integration of conversational quality tools and frameworks into existing workflows and tooling.
- Present findings and recommendations to leadership with clear narratives connecting AI performance to business outcomes.
- Lead cross-functional initiatives.
- Own the AI conversation quality testing strategy, define standards, performance benchmarks, and a long-term improvement roadmap.
Qualifications
- 5+ years of experience with a track record of business impact in analytics, business systems, conversational AI, UX, or related roles.
- Strong analytical skills with hands-on experience in data interpretation, trend analysis, and reporting.
- Familiarity with conversational AI principles, metrics (e.g., intent accuracy, resolution rate), and tools (e.g., Claude, ChatGPT, Gemini).
- Excellent written and verbal communication skills with the ability to translate data insights into narrative recommendations.
- Experience with SQL and BI tools (e.g., Looker or Tableau) and comfort leading self-serve analysis.
- Strong curiosity, attention to detail, and a data-informed mindset.
- Ability to thrive in a remote, cross-functional, collaborative environment.
Remote Culture. A great company culture leads to happy employees, and happy employees lead to happy customers. We provide our employees with good salaries, benefits, equity, and interesting challenges that have a positive impact.
Let’s stay connected! We believe in staying connected, and we have a weekly “All Hands” meeting every week. We also have a social committee that hosts frequent events. We’ve held a virtual talent show, costume competitions, monthly lunch and learn series, Hackathons and more!
Benefits. The company offers various benefits to employees and their dependents, including medical, vision, dental, disability, and life insurance, as well as parental and military leave. Other benefits include an employee assistance program, 401k + match, annual bonus, pet insurance, and RSUs. Paid parking* and 10 paid holidays are also provided.
Diversity, Equity and Inclusion. We believe in diversity, equity & inclusion. At ZenBusiness, every voice counts no matter your race, ethnicity, gender, sexual orientation, age, location, or background. We celebrate the diversity of our teams, knowing that our products, services, and customers thrive best when we lean into and celebrate our differences.
Please check out our careers' page to learn more about our culture, benefits, and open opportunities.
*applicable to in-office employees
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