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.
