Analytical Linguist

Overview:
**Analytical Linguist (Bangalore)**

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best-in-class development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.

Khoros CX Insights (CXI) is a SaaS conversation analytics platform that ingests conversation data from clients’ communication platforms to analyze conversational data. CXI transcribes, normalizes, classifies, sanitizes, and analyzes conversations from customer phone calls, chats, messages, surveys, product and app reviews, social media posts, and a host of other sources to provide a singular view of customer experience. Using accompanying conversation metadata, CXI provides Khoros clients with powerful capabilities that far exceed the ability of surveys to capture unsolicited customer experience feedback.

Khoros is looking for an **Analytical Linguist **with a proven background in analytical linguistics and taxonomy administration to manage and enhance the CXI rule-based classification system. The CXI classification system is a foundational classification model, based on broad topics, which is further refined to specific industries, and then fine-tuned to specific client use cases. The classification system enables issue identification, sentiment modeling, and a streamlined onboarding process. It is supported by in-depth research to constantly expand and evolve the library. The classification system enables the Product team to design advanced sentiment models and language categories for NLP/machine learning classification.

**Some Responsibilities Include**:

- Managing a small team of linguists
- Defining workflows for analyzing new client data, mapping existing topic libraries to new data sources, expanding the libraries based on new use cases, and performing gap analyses of existing libraries
- Defining methodology for ingesting, analyzing, and classifying new and existing conversational data to deliver high-quality classification models
- Composing clear and articulate written category definitions to ensure accurate classification and labeling of topics
- Enhancing the overall onboarding experience by performing in-depth research, determining topic taxonomy expansion and evolution, and optimizing topic categories and sentiment modeling for machine learning classification and client analytics experience.
- Analyzing client conversation data to determine appropriate semantic boundaries for topic categories
- Understanding and delivering customer requested taxonomy modifications as appropriate to deliver customer value and outcomes
- Executing taxonomy modification/enhancement requests within operating level agreement timeframes
- Gathering and reviewing data to drive expansion and refinement of the existing taxonomy, identifying gaps and collisions, with the ability to seamlessly integrate new and evolving semantics into the current structure
- Collaborating with cross-functional teams on project initiatives to enhance the user experience
- Managing time effectively and adapting to frequently changing processes and requirements
- Synthesizing complex data into clear and concise textual content

**Minimum Requirements**:

- Master's degree in Linguistics, or equivalent experience
- 1-4 years of experience in linguistics (analytical linguistics, semantic classification, semantic analysis, or related areas)
- Experience using linguistic analysis tools to identify patterns in large data sets
- Advanced knowledge of Microsoft Excel or Google Sheets (pivot tables, vlookups, index, logical functions, etc).
- Excellent English writing, editing, and proofreading skills
- Excellent analytical, data analysis, creative, and problem-solving skills
- Strong technical skills, especially in the areas of online research, learning technical processes and using internal tools
- Experience developing or using taxonomies, thesauri, and controlled vocabularies
- Familiarity with metadata and digital content management.

**Nice to Have**:

- Experience building new processes or working in start-up environments
- Experience writing requirements for product development
- Experience and education related to natural language processing
- Expertise working in languages other than English, especially Western European languages
- Ability to program or develop software