Note: The job is a remote job and is open to candidates in USA. BlueCross BlueShield of Tennessee is seeking a Senior Operations AI Analyst to oversee and improve AI-enabled member service processes. The role leads issue triage, root cause analysis, operational validation, quality measurement, testing, release readiness, KPI reporting, and cross-functional coordination to ensure reliable and compliant virtual assistant performance.
Responsibilities
- Own operational oversight, quality standards, and escalation management for AI-enabled member service processes
- Lead complex issue triage, root cause analysis, and corrective action planning
- Define and maintain operational validation standards, sampling approaches, and quality measures
- Lead requirements definition, prioritization, and validation for enhancements and releases
- Drive user acceptance testing, operational readiness reviews, and post-release validation
- Define, monitor, and communicate key performance indicators and operational insights to leadership
- Serve as the primary operational liaison across Operations, Quality, IT, Analytics, and vendor partners
- Mentor analysts and establish repeatable standards, documentation practices, and best practice
Skills
- Bachelor's degree or equivalent work experience required
- Equivalent experience is defined as four years of professional work experience in a corporate environment
- 4 to 5 years in service operations, operations analysis, contact center operations, quality, or business analysis
- Demonstrated success leading complex operational issue resolution and cross-functional initiatives
- Advanced experience documenting operational requirements and validating solutions through testing
- Proven ability to present operational findings and recommendations to leadership audiences
- Advanced analytical and problem-solving skills
- Ability to define operational standards and drive continuous improvement
- Strong operational judgment and ability to influence outcomes without direct authority
- Advanced proficiency with Microsoft Office tools including CoPilot
- Ability to mentor peers and build operational capability across the team
- In addition to the required qualifications, we'd be excited to see candidates who have a background in health insurance, agent workflow or member experience
- Reporting or analytics experience using Tableau, Access, Cognos, or data warehouse tools is a plus
Benefits
- Remote role with occasional travel to BCBST headquarters
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