Conversation Analyst

Remote

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Cresta
Self-service, live coaching, and post call insights. AI that uncovers expertise so teams can make every customer conversation count.
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About Cresta and the Role:
Interested in defining how AI shapes the future of work? Here at Cresta, we're on a mission to make every knowledge worker 100x as effective - 10x faster and 10x better. We're focused on using AI to help the workforce, not replace them. At Cresta, we use our patented Expertise AI to uncover expert insights from every conversation and put those insights into action with real-time coaching during customer conversations.
We’re growing fast! Spun out of the Stanford AI lab and chaired by Google-X founder Sebastian Thrun, Cresta launched in 2020. Since then, we’ve grown revenue and our team by 300%! We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors and advisors including Andreessen Horowitz, Greylock Partners, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Porsche, Adobe, and Dropbox and we have been recognized as a startup to watch by Business Insider, Forbes, and Gartner to name a few. If you're looking for a foot into the AI space, this role could be for you!
As a Conversation Analyst, you will be responsible for ensuring high quality AI conversation models that offer real time coaching and assistance for our customers' contact center agents. You will complete regularly scheduled Quality Assurance checks while providing feedback to our customers directly or through the Success team. CAs regularly collaborate with other CAs, Implementation Managers, Customer Success Managers, and AI engineers to create and maintain AI conversation models through labeling and call flow creation.
There are career progression options that lead to closer work with Implementation Managers, Customer Success Managers, AI Engineers, and Customers.

What you'll do:

  • Own Quality Assurance of AI models using various software tooling to evaluate, judge, and improve text and behavioral data
  • Perform basic data analysis (e.g. in spreadsheets) to uncover opportunities and report on metrics of various AI quality tasks
  • Use software tooling to label data in order to train and improve AI model quality

What we look for:

  • 1 year of experience in a Customer Service or Sales facing role OR experience in conversational design (e.g. building bots)
  • Having opinions and knowledge of best practices for sales and customer service focused conversations
  • Strong communication skills (verbal and written)
  • Microsoft Office or G Suite Experience
  • Bonus: experience using more "complex" software tooling e.g. diagramming software heavy on workflows and tooling (aka not just email/documents)

Pluses:

  • Understand contact center Call Flows, Chat Flows, Sales Processes for Sales and Service teams.
  • Sales or Customer Service Leadership experience in a contact center
  • Machine Learning Labeling Experience
  • Bachelor's Degree
Job perks/benefits: Startup environment
Job region(s): Worldwide/Anywhere
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