NLP Quality Analyst I

Iconma, L.L.C. Sunnyvale , CA 94085

Posted 2 weeks ago

NLP Quality Analyst I

Location: Sunnyvale, CA

Duration: 6 months

Description:

As an NLP Quality Analyst, your main responsibility is to ensure our online chat bot exceeds customer expectations. This includes regular quality reviews on customer interactions, sentiment analysis, and overall maintenance of the chat bot. Candidate will wear multiple hats - maintaining and improving content, analyzing data, and refining user journeys.

This role sits in client's Cloud org. From open-source pros to user-experience extraordinaires, we develop products that ensure companies reach their highest potential. Our consumer products and cloud platforms are giving millions of users at homes, businesses, universities and nonprofits around the world the tools that shape their web experience -- and changing the way they think about computing.

Responsibilities:

  • Conduct frequent quality reviews by analyzing quantitative CSAT metrics and qualitative customer sentiment

  • Ensure customers are getting to the right resources within the chat

  • Collaborate with Sales Reps and Sales Development Reps to ensure customer expectations are being met after engagement with chat interactions

  • Maintain content, update dialogue contexts, and refine user journeys within DialogFlow (our chatbot platform)

  • Quickly and methodically trouble-shoot and resolve technical issues within the chatbot

  • Analyze web analytics to make recommendations on user journeys

  • Code rules and custom logic to modify customer journeys within the chatbot

  • Adhoc analysis on sales data and A/B testing content

  • Properly classify training data on a number of samples

Skill/Experience/Education:

Mandatory:

Experience in web analytics tools (Google Analytics preferred) 1 year experience in a Sales Operations, Business Analytics, or Consulting role Strong written and oral communication skills and ability to work with cross-functional teams. Ability to multi-task, set priorities and work efficiently in a high-paced environment

Desired:

Previous experience with NLP or sentiment analysis highly preferred Previous experience with chatbots or Google's Dialogflow preferred Previous experience A/B testing content 1 year experience in JavaScript and the ability to write reliable code

Skill Matrix:

Skill Name: JavaScript

Description: Expert ability is not required, but light scripting will be necessary. The code needs to be reliable.

Level: 4

Mandatory: No

Years: 0-3 Years

Skill Name: SQL

Description: Some scripting ability is preferred, not required.

Level: 2

Mandatory: No

Years: 0-3 Years

Skill Name: Analytics

Description: Previous experience with sentiment analysis with statistical software highly preferred. Web analytics is also highly preferred.

Level: 5

Mandatory: Yes

Years: 0-3 Years

Skill Name: Communication

Description: Needs to be 100% fluent in English and able to clearly articulate technical topics to a non-technical audience.

Level: 5

Mandatory: Yes

Years: 0-3 Years


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NLP Quality Analyst I

Iconma, L.L.C.