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Product Analyst - Conversational AI

8 - 10 years

0 Lacs

mumbai maharashtra india

Posted:1 week ago| Platform: Linkedin logo

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Skills Required

ai support testing reporting monitoring consistency tracking design regression test compliance engineering analytics reports analyze data efficiency metrics prioritization service discovery collaboration documentation technology enablement

Work Mode

On-site

Job Type

Full Time

Job Description

Job Requirements

Role/ Job Title:

Product Analyst- Conversational AI

Function/ Department:

Enterprise Conversational AI

Job Purpose

The Analyst role within the Conversational AI team will provide tactical support across all domains (Assets, Liabilities, Credit Cards) with a focus on testing, performance reporting, and monitoring. The role is designed to be domain-agnostic, ensuring consistency of execution and providing analytical insights to support P&L impact tracking, customer experience improvement, and adoption of the AI-powered universal agent.

Roles & Responsibilities

Testing & Quality Assurance:

  • Design and execute UAT and regression test cases across conversational journeys.
  • Validate conversational flows against SOPs, compliance, and customer experience benchmarks.
  • Track defects and work with product/engineering to ensure timely closure.

Performance Reporting & Analytics

  • Maintain dashboards and reports for containment, resolution, adoption, and CSAT metrics.
  • Provide weekly and monthly reporting packs to Functional Heads and APMs.
  • Analyze patterns in performance data to highlight gaps and recommend improvements.

P&L & Business Impact Monitoring

  • Support tracking of revenue, cost, and efficiency metrics across domains.
  • Prepare financial impact analyses to measure P&L contribution of conversational journeys.
  • Identify underperforming journeys and support prioritization for fixes or enhancements.

Monitoring & Problem Identification

  • Continuously monitor live conversations for quality, compliance, and customer pain points.
  • Flag anomalies, regulatory risks, or service issues in real time to relevant teams.
  • Support structured problem discovery exercises in collaboration with APMs and Functional Heads.

Cross-Functional Support

  • Assist APMs and Functional Heads in preparing documentation, reporting, and testing packs.
  • Coordinate with central analytics, compliance, and technology teams to align on standards.
  • Contribute to adoption and enablement initiatives by providing insights from data.

Education Qualification

Graduation: Bachelor’s degree any relevant stream.Post-graduation: Any Stream.

Experience:

08 to 10 years of relevant experience in analytics, product support, or testing roles in B2C banking/fintech space.

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