AI Operations Analyst

As our next AI Operations Analyst, you’ll make sure our AI-powered customer experience tools run reliably day to day and get better week to week. You’ll keep the knowledge base accurate, the guardrails tight, performance on track, and help us scale into new channels like outbound and chat.

Requirements

• Hands-on experience operating AI or automation tools in an ops environment
• Experience in monitoring and improving AI performance using metrics like deflection, containment, resolution quality, escalation rate and CSAT signals, and turning issues into fixes
• Experience in operations, CX, process improvement or owning tools day to day
• Strong attention to detail
• A “get it done” mindset
• Experience working in a contact centre or service operations environment

Benefits

• Competitive salary + annual bonus
• Health, well-being and learning support
• Gym membership
• Smart Tech Scheme
• Cycle Scheme
• Birthday/Special day leave
• Buy & Sell holiday scheme
• 1 week’s paid charity leave