Customer Data Analyst

China Mobile Hong Kong Co. Ltd.

Full-time Hong Kong, Hong Kong Island Mathematical Science Occupations

Posted:

March 02, 2026

Location:

Hong Kong, Hong Kong Island, Hong Kong

Job Description

Job Responsibilities:Support the daily operations of voicebot and chatbot platforms by monitoring system performance and escalating issues as needed to ensure service stability.
Track and compile conversation data—including intent recognition accuracy, completion rates, and fallback rates—to support performance analysis and reporting.
Review and update conversation flows, utterances, and knowledge base content based on user feedback and observed bot behavior.
Conduct regular quality checks on bot responses and flag misclassified intents or poor user experiences for optimization.
Collaborate with technical teams and customer service staff to gather requirements, report bugs, and follow up on enhancement requests.
Maintain training data and expand the bot’s language understanding capabilities by adding new intents, entities, and sample utterances.
Prepare operational reports and dashboards to provide visibility into bot performan...
                

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Job Overview

Job Type: Full-time

Location: Hong Kong, Hong Kong

Posted: March 02, 2026

Deadline: April 11, 2026