Note: The job is a remote job and is open to candidates in USA. BlueCross BlueShield of Tennessee is hiring an Operations AI Analyst. In this role, you will provide operational oversight of the member-facing virtual assistant, focusing on performance monitoring, compliance, and documentation to ensure effective AI interactions.
Responsibilities
- 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
Skills
- Bachelor's degree or equivalent work experience required
- Equivalent experience is defined as four years of professional work experience in a corporate environment
- 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
- Strong analytical and problem-solving skills
- Ability to translate operational workflows into clear, structured documentation
- Proficiency with Microsoft Office tools including CoPilot
- Ability to manage multiple priorities with minimal supervision in a collaborative environment
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