C2C Job: Conversation Analytics (Chat & Voice)

[Sachin KODAD]

Date	22 January 2026
Status	Active
Job Title	Conversation Analytics (Chat & Voice)
Location	Chicago, IL
Job Type	W2 Contract / C2C
W2 Rate	$50.00
C2C Rate	$60.00
Experience	8+
Client	Withheld
Positions	1
Visa	Any
Comments	Not a Fit If You Only build dashboards or reports Did not work at the transcript level Can’t show before/after results Didn’t influence decisions or outcomes

Conversation Analytics (Chat & Voice)

Chicago, IL

W2 Contract / C2C

What You’ll Do

1. Analyze chat and call transcripts to evaluate quality, tone, and resolution

2. Identify recurring conversation failures (escalation, abandonment, mis-resolution)

3. Turn insights into actions (product, ops, AI, or process changes)

4. Define and own conversation KPIs (CSAT, FCR, AHT, containment)

5. Measure before/after impact to prove what worked

What We’re Looking For

1. Hands-on experience with chat + voice conversation analysis

2. Direct work with real transcripts (not just dashboards)

3. Strong root-cause and pattern detection skills

4. Experience owning KPIs, not just reporting them

5. Clear examples of measured impact

Not a Fit If You

1. Only build dashboards or reports

2. Did not work at the transcript level

3. Can’t show before/after results

4. Didn’t influence decisions or outcomes

How We’ll Evaluate

1. We’ll ask you to explain:

2. How do you evaluate chat or call quality

3. A recurring issue you found

4. What you changed

5. Which KPIs improved

6. How did you prove it worked

Simple rule:

1. If you didn’t find a problem, fix it, and measure it — this role isn’t a fit.