Execute daily operations of AI-enabled member service processes across multiple channels
Monitor performance and review interaction outcomes for accuracy, quality, and compliance
Analyze escalations and exceptions to surface trends, risks, and improvement opportunities
Document business and functional requirements: workflows, procedures, user stories, acceptance criteria, and test scenarios
Lead user acceptance and regression testing to validate operational readiness
Maintain issue and defect logs; coordinate resolution with cross-functional partners
Produce clear operational documentation, standard work, and runbooks
Partner with Operations, Quality, IT, Analytics, and vendor teams on continuous improvement

Bachelor’s degree or equivalent work experience
3 to 4 years in service operations, operations analysis, quality, reporting, business analysis, or contact center environments
Proven ability to translate operational processes into clear, structured documentation
Experience supporting testing activities and validating operational readiness
Comfortable working in cross-functional, fast-moving, operations-focused teams
Proficiency with Microsoft Office tools including CoPilot

Operations AI Analyst

Key skills