Checkatrade

AI Operations Analyst

Checkatrade

full-time

Posted on:

Location Type: Hybrid

Location: Moorgate London • United Kingdom

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About the role

  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Conversational AIAI automation toolschatbot workflowsknowledge base maintenancerouting logicescalation logicguardrailsperformance monitoringmetrics analysisprocess improvement
Soft Skills
attention to detailget it done mindsetproblem-solvingcollaborationownershipadaptabilitycommunicationdiagnostic skillsdependency managementdelivery focus