Data Analyst (customer Experience & AI Operations) / Analyste De Données (expérience Client Et Opérations D’ia)

Data Analyst (Customer Experience & AI Operations)

We are FlightHub Group, an ambitious team that created FlightHub and Justfly. Our brands have grown to become two of the top-ranked travel agencies in North America. We now serve over 3 million customers per year, generating more than 3 billion dollars in sales, and we continue to grow stronger year over year. We dream big, pursue passionately, and follow through with resolute self-belief and rigorous commitment. We are a group of individuals sharing a common vision and values, having come together to pursue a collective mission: overtaking the #1 spot in the world.

We are looking for a detail-oriented and customer-focused Data Analyst to join our Customer Service team. This role is a blend of data analysis, quality assurance, and AI operations, with a strong emphasis on improving customer experience.

You will be responsible for owning and optimizing internal AI bots, ensuring their responses are accurate, helpful, and aligned with customer needs. In addition to analyzing data, you will review real customer interactions, validate AI performance, and occasionally engage with customers to support resolution quality and continuous improvement.

Key Responsibilities:

• Own and monitor the performance of internal AI bots, ensuring responses are accurate, relevant, and customer-friendly.
• Conduct manual QA on AI and agent interactions to ensure quality, consistency, and alignment with customer service standards.
• Analyze customer conversations and data to identify pain points, trends, and opportunities to improve the customer experience.
• Act as a bridge between data, AI, and customer service — ensuring insights translate into better customer outcomes.
• Reach out to customers when needed to clarify cases, validate resolutions, or support service recovery.
• Develop reports and dashboards to track AI accuracy, customer satisfaction, and operational performance.
• Identify gaps in workflows and recommend improvements to enhance both AI and agent performance.
• Document QA processes, AI behavior, and improvement initiatives.
• Collaborate closely with Customer Service leadership to prioritize improvements that impact customers directly.

Qualifications:

• Proven experience as a Data Analyst or in a similar role, preferably in a customer service or operations environment.
• Strong SQL skills, including writing and optimizing queries.
• Advanced Excel/Google Sheets skills (formulas, pivot tables, data analysis).
• Basic understanding of AI/chatbot systems or strong interest in working with AI tools.
• Experience in QA, customer interaction analysis, or service operations is a strong asset.
• Strong analytical skills with attention to detail and accuracy.
• Ability to translate data insights into actionable improvements for customer experience.

Soft Skills:

• Strong customer-first mindset and empathy.
• High attention to detail with a focus on quality and accuracy.
• Ownership mentality — comfortable taking responsibility for AI performance and outcomes.
• Strong problem-solving and critical thinking skills.
• Clear communication skills, including the ability to interact with customers when needed.
• Ability to balance analytical work with operational and customer-facing responsibilities.

* Please note this position is in Montreal, Quebec and on-site.

Show us your drive and join our team!