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FBS Senior Operations Analyst
Full-time
The Knowledge Management & Messaging team supports enterprise-wide service delivery by optimizing knowledge content, conversational experiences, and messaging channels. The team operates at the intersection of operations, technology, and AI-driven experience design, advancing conversational and Generative AI capabilities including LLM-powered search and response generation.
The Senior Operations Analyst plays a critical role in analyzing, optimizing, and scaling the messaging and conversational AI ecosystem, translating insights into improvements across knowledge content, routing strategies, and AI performance.
Key Responsibilities
Analyze chat, messaging, SMS, and virtual agent interactions to identify trends, pain points, and optimization opportunities.
Evaluate performance of conversational and Generative AI solutions, including accuracy, containment rates, escalation drivers, and answer quality.
Partner with Knowledge Management to identify content gaps and improve AI-generated responses.
Assess and optimize chat routing strategies, queue configuration, and agent assignment logic.
Develop reporting and dashboards tracking KPIs such as containment, deflection, AHT, CSAT, and answer-to-chat ratios.
Support continuous improvement and experimentation (A/B testing, prompt tuning, routing changes) and contribute to Generative AI governance and auditing.
Requirements
4 to 6 years of experience; shift time 01:00 PM to 10:00 PM IST.
Must-have skills: Google CCAI / Dialogflow, Microsoft Excel, SQL, Power BI, and Salesforce (Service Cloud / Chat / Knowledge).
Experience with customer engagement / chat platforms (e.g., LivePerson, Genesys, Salesforce Chat), prompt engineering / LLM interaction tools, and workflow/ticketing systems.
