Solutions Specialist

Are you an AI & Analytics expert with experience in contact centers? Join evaluagent in 2025. evaluagent is a growing UK-based tech company transforming customer experiences for major brands like Samsung, Ubisoft, First Central, and Vitality Health. With $20M in Series A funding in 2023, we’re scaling quickly with our AI-powered SaaS platform.

We’re looking for a remote Solutions Specialist with a background in AI and analytics, especially if you’ve worked in contact centre environments. In this role, you’ll be key to helping our customers get the most out of evaluagent’s platform, enabling them to transform customer service and achieve their goals.

What You’ll Do:

• Apply your AI and analytics skills to create meaningful, data-driven changes in contact centres.
• Solve real-world customer service challenges, using speech and text analytics to improve quality assurance (QA) and customer experience (CX).

This role is a good fit if you’ve worked as a Business Analyst/Specialist and have experience in contact centre analytics.

Salary: In the region of £45k, based on your experience.

Location: Home based in the UK.

Type: Full-time, 40 hours, Permanent.

Reports to: Head of Customer Experience.

You need to be eligible to work in the UK without employer sponsorship. We anticipate the successful candidate will take up their role in January 2025.

Key Responsibilities:

• AI & Analytics-Driven Solutions Design: Build Smart Analytics: Design and refine AI-driven topics and custom analytics queries, providing actionable insights across calls, chats, and emails to pinpoint opportunities for improvement in QA and customer interactions.
• Create Auto-QA Scorecards: Develop tailored Auto-QA scorecards and dashboards that empower customers to proactively manage quality and performance.
• Uncover Trends: Use data and predictive analytics to identify trends, helping customers address potential issues before they arise and improve overall satisfaction.

• Customer Onboarding & Analytics Integration: Lead Analytics-Enhanced Onboarding: Guide customers through a data-focused onboarding journey, ensuring they understand and can maximise evaluagent’s analytics features.
• Develop Implementation Roadmaps: Collaborate closely with customers to create step-by-step plans for adopting advanced analytics features, tailored to their unique goals.
• Customised Training: Deliver engaging, hands-on training sessions to help customers confidently use evaluagent’s analytics tools and get the most from their data.

• Ongoing Analytics Support & Optimisation: Be There After Onboarding: Maintain regular contact with customers to ensure they’re fully supported, gathering feedback, and offering insights for optimising their use of the platform.
• Proactive Engagement & Retention: Use analytics data to detect signs of disengagement early, working with Account Managers to proactively address needs and keep customers engaged.

• Cross-Team Collaboration: Champion Customer Feedback: Be the main point of contact for analytics-related queries, working with our Product and Engineering teams to continuously improve our platform based on customer insights.
• Influence Product Direction: Share valuable insights from your interactions with customers to help shape the product roadmap and ensure we’re meeting evolving industry needs.

What We’re Looking For:

• You’ve got at least 3 years in a CX analytics role, within SaaS or B2B, with strong experience in both speech and text analytics.
• Relevant experience gained within a contact centre environment.
• Demonstrated experience in leading customer onboarding, training, and implementation, ideally in a SaaS or technology environment, with a focus on promoting user adoption and product utilisation.
• Technical Know-How: You’re skilled in designing queries, creating data visualisations, and building AI-driven topics. Contact centre data is a plus.
• AI & Machine Learning Awareness: You have a good understanding of natural language processing (NLP), topic modelling, and predictive analysis within QA and CX.
• Customer Service Insight: You’re familiar with QA and CX and are comfortable using data to enhance quality assurance outcomes.
• Communication Skills: You’re an effective communicator, able to translate complex analytics into simple, actionable advice for non-technical users.

Perks of the job:

• Home based, flexible working in the UK - Everyone works from home at evaluagent, and we support flexible working hours to accommodate a healthy work-life balance.
• If you fancy a change of scenery, use your co-working allowance to work from a co-working space a couple of days a month.
• Private Health Insurance with Vitality - Support for when you need it the most, including mental health support and therapy.
• Earn rewards towards free Nero coffee, smart watches and reduced gym memberships.
• 25 days holiday plus bank holidays - Plus your Birthday off, and the option to buy an extra 3 days.
• Working Abroad - Work from anywhere for up to 6 weeks at a time, over 120 days (incl. holiday days).
• Learning and Development - Supported Personal Development plan with an allocated budget, plus dedicated L&D days.
• Volunteer Day - Spend the day making a difference in your community.
• Enhanced Family Leave - For Maternity, Paternity, and Adoption.
• Plus all the rest: Income Protection, Group Life Insurance, a home working allowance towards broadband and electricity (£26), Royal London salary sacrifice pension (evaluagent will contribute 5%), two company meet-ups per year, and extra team meet-ups in the UK.

About evaluagent: We’re on a mission to power a people-first era for contact centres – one where Employee Experience (EX) is prioritised alongside Customer Experience (CX). We plan to take our existing QA and Improvement platform to the next level and become a market-leading Workforce Engagement Platform for fast growth sales and service teams around the globe.

ED&I at evaluagent: We are committed to employing the best people with the right experience and qualifications for the role. We provide equal opportunities for all our candidates and employees and do not discriminate on any factors such as gender, race, ethnicity, age, sexual orientation, religion, belief, or disability. When applying, please let us know of any accessibility requirements you may have for your interviews and we will do our best to accommodate.

Application Closing Date: This role operates on a rolling interview process, meaning we will be conducting interviews until we extend an offer. As a result, candidates may progress through the interview stages at varying paces.

Ready to thrive in this exciting and flexible work culture? Join us at evaluagent and Make Every Day Remarkable by applying NOW!