Conversation Intelligence Analyst

Remote (UK-based) | SaaS | Customer Success Team

Are you passionate about the contact centre world and excited by how data and conversations can drive transformation?

At evaluagent, we're on a mission to power a people-first era for contact centres. Where Employee Experience (EX) and Customer Experience (CX) go hand-in-hand. Our AI-powered QA and Conversation Intelligence platform helps sales and service teams go beyond reporting to actually improve performance in real time.

We're looking for a Conversation Intelligence Analyst to turn customer conversations into actionable insights that fuel transformation across some of our largest and most strategic clients.

Salary: £65,000 – £80,000

Location: UK – Home-based (with a co-working allowance and team meet ups)

What You'll Do

• Use evaluagent's Conversation Intelligence tools to analyse customer interactions across voice and digital channels.
• Identify trends, behaviours, and performance drivers, surfacing opportunities to enhance customer experience and operational efficiency.
• Translate data into powerful stories and dashboards that shape client strategy and showcase measurable impact.
• Collaborate with our Customer Success Managers, consultants, and partners to embed insights into transformation projects.
• Contribute to case studies, ROI reports, and best-practice playbooks that highlight evaluagent's value and outcomes.

Read the full job description HERE

About You

You'll thrive here if you:

• Have 3–5 years' experience in data analysis, CX/speech analytics, or performance insight, ideally within SaaS, BPO, or consulting.
• Understand contact centre operations and are passionate about improving them.
• Are commercially curious and love turning data into insights that influence real-world change.
• Can communicate complex analysis through clear, compelling stories and visuals.
• Work with curiosity, generosity, and passion — our core values.
• Are proactive and comfortable working remotely, thriving in a fast-paced, agile environment.

Experience with tools such as Power BI, Looker, Tableau, or similar is ideal — and if you've worked with AI-driven or predictive models, even better.

Why You'll Love Working Here

Fully home-based and flexible working across the UK — plus a co-working allowance if you fancy a change of scene.

Private Health Insurance (Vitality) — with mental health support, therapy, and wellness rewards.

Work abroad for up to 6 weeks at a time (up to 120 days total per year).

Learning & Development time, 1:1 coaching, and supported personal growth OKRs.

25 days holiday + your birthday off, volunteer day, enhanced family leave, pension, life insurance, and more.

Regular company-wide meet-ups per year, plus quarterly UK team events.

You'll need to be based in the UK and have the permanent right to work here — we're unable to offer sponsorship.

We're a remote-first, fast-growing SaaS scale-up, backed by AI innovation and a shared passion for better conversations. If you're ready to make your mark where data meets customer experience, we'd love to hear from you.

About EvaluAgent

We're on a mission to power a people-first era for contact centres – one where Employee Experience (EX) is prioritized 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.