Corporate AI Facilitator designing and delivering AI training programs for employee skill enhancement. Focused on developing AI literacy and responsible adoption across multiple business functions.
About the role
- AI Operations Analyst ensuring reliable operation of AI tools for customer experience at Checkatrade. Focus on performance monitoring, knowledge upkeep, and scaling AI across channels.
Responsibilities
- Keeping Conversational AI Platform running daily, configuring workflows, routing and escalation so customers get the right outcome fast.
- Drive Knowledge Upkeep, identify gaps ensuring information is accurate, fresh and consistent as processes changes & new products launch.
- Building and maintaining guardrails, so the AI behaves safely, clearly, and in line with how Checkatrade works.
- Monitoring performance daily, spotting degradation early (deflection, resolution quality, transfers/escalations, CSAT signals).
- Turning issues into fixes, partnering with Product, Data and Engineering to ship improvements quickly.
- Helping us scale, supporting rollout into new channels and use cases without relying on ad-hoc effort.
Requirements
- Hands-on experience operating AI / automation tools in an ops environment (e.g., chatbot/agent workflows, knowledge base maintenance, routing/escalation logic, guardrails, prompt changes).
- Experience monitoring and improving AI performance using metrics (deflection/containment, resolution quality, escalation rate, CSAT signals) and translating issues into fixes.
- Experience in operations, CX, process improvement or tool ownership (you’ve run a system, not just analysed it).
- Confidence using data and dashboards to diagnose problems and prove impact.
- Strong attention to detail - you care about accuracy, edge cases, and what happens in real life.
- A “get it done” mindset: you own the outcome, chase dependencies, and keep delivery moving.
- Bonus points if you’ve got: Contact centre / service operations experience.
- Familiarity with Jira/Agile ways of working.
Benefits
- Competitive salary + annual bonus
- Health, well-being and learning support
- Gym membership, Smart Tech Scheme and Cycle Scheme
- Birthday/Special day leave
- Buy & Sell holiday scheme
- 1 week’s paid charity leave and more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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