Job Summary
The Analyst will be responsible for creating and sustaining frameworks for customer service governance, managing lifecycle processes, and ensuring Service Level Agreement (SLA) compliance within a large-scale organization. This position also involves the implementation of governance structures for artificial intelligence-driven agents, orchestrating chatbots, and overseeing human-in-the-loop processes for autonomous customer interactions.
Responsibilities
- Develop and maintain governance frameworks for customer service operations.
- Manage lifecycle processes related to customer services.
- Establish and oversee SLA frameworks to ensure service quality.
- Implement governance for AI-powered agents and chatbot systems.
- Facilitate human-in-the-loop oversight to support automated interactions.
Qualifications
- Minimum of 7 years of experience in customer service governance or IT service management.
- Bachelor’s degree in a relevant field.
- Eligibility for TS/SCI clearance.
- Familiarity with AI-enhanced customer service technologies.
Axiologic Solutions LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
