AI Operations Analyst

Bionic Services Ltd; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

Bionic is seeking an AI Operations Analyst to support governance and quality assurance of AI-driven processes across the company. You'll validate outcomes and ensure fair, consistent decisions before use in downstream sales and operations.

In this role, you will review recordings and AI rationale, report findings, and help improve controls and reporting accuracy. You’ll work with Business Excellence, AI Innovation, Sales Leadership and Legal & Compliance to uphold responsible AI.

Qualifications

• Strong IT literacy with experience using business systems and learning new technologies quickly.
• Good knowledge of Microsoft Office, particularly Excel, Outlook and Teams.
• Experience working with structured data and reporting outputs.
• Ability to identify and document technical issues, data gaps and process failures.

Responsibilities

• Validate AI-generated outcomes across Energy and Insurance before they are used in business processes.
• Review call recordings, transcripts and AI rationale to determine whether outcomes are accurate and appropriately applied.
• Identify true fails, false fails, accepted exceptions and potential technical issues.
• Ensure validation activities are completed accurately and consistently against agreed criteria.
• Update system records and validation fields to ensure reporting remains accurate and reliable.
• Support monthly reporting cycles through completion of validation reviews and challenge processes.
• Conduct periodic sampling activities to identify potential false-pass trends and support ongoing assurance.
• Maintain clear audit trails and documentation for validation decisions and escalations.

Skills

Attention to detail

Data analysis

Stakeholder collaboration

Excel

Tools

Salesforce

Tableau

Job description

At Bionic, we're on a mission to make it radically easier to run a small business. As the UK's leading business comparison and switching service, we help thousands of small and medium-sized businesses save time and money on essentials like energy, broadband, insurance, and finance. We combine smart technology with real human support to match our customers with the best deals - quickly and effortlessly. With trusted partnerships including Compare the Market, USwitch for Business, MoneySuperMarket and Confused.com, we're committed to help SMEs get the best deals for their business essentials every time.

The role

We're looking for detail-oriented and analytical AI Operations Analysts to play a critical role in supporting the governance and quality assurance of AI-driven processes across Bionic. As part of our Business Excellence function, you'll sit at the intersection of Operations, Compliance and AI Innovation. You'll be responsible for reviewing AI-generated outcomes, validating results against available evidence and ensuring decisions are applied fairly, consistently and accurately before they are used in downstream sales and operational processes. This is a unique opportunity to gain hands‑on experience working with AI technologies while helping shape how AI is used responsibly in a fast-growing business. If you're naturally curious, highly organised and enjoy solving problems through evidence-based decision making, we'd love to hear from you.

Key responsibilities

AI Validation & Quality Assurance

• Validate AI-generated outcomes across Energy and Insurance before they are used in business processes.
• Review call recordings, transcripts and AI rationale to determine whether outcomes are accurate and appropriately applied.
• Identify true fails, false fails, accepted exceptions and potential technical issues.
• Ensure validation activities are completed accurately and consistently against agreed criteria.

Analysis & Reporting

• Update system records and validation fields to ensure reporting remains accurate and reliable.
• Support monthly reporting cycles through completion of validation reviews and challenge processes.
• Conduct periodic sampling activities to identify potential false-pass trends and support ongoing assurance.
• Maintain clear audit trails and documentation for validation decisions and escalations.

Continuous Improvement

• Track recurring validation themes, process gaps and AI tool limitations.
• Identify opportunities to improve processes, controls and reporting accuracy.
• Escalate technical issues and recurring system challenges to relevant stakeholders.
• Contribute insights that support the ongoing evolution of AI-supported workflows and governance.

Stakeholder Collaboration

• Work closely with Business Excellence, AI Innovation, Sales Leadership and Legal & Compliance teams.
• Support the fair, transparent and evidence-led use of AI outputs across the organisation.
• Build strong working relationships across technical and operational teams to drive positive outcomes.

About you

We're looking for people who combine strong analytical thinking with exceptional attention to detail. You'll be comfortable working with data, applying defined criteria consistently and making objective decisions based on evidence.

You’ll likely have:

• Excellent attention to detail and a highly accurate approach to work.
• Strong judgement and the ability to make fair, evidence-based decisions.
• The ability to identify patterns, trends, process issues and root causes.
• Strong written communication skills and the ability to clearly document decisions.
• Confidence in escalating complex, unclear or high-risk issues when required.
• Experience working with multiple stakeholders across operational, compliance or technical teams.
• The ability to manage competing priorities while meeting important deadlines.
• A professional and confidential approach when handling sensitive information.

Required skills & experience

• Strong IT literacy with experience using business systems and learning new technologies quickly.
• Good knowledge of Microsoft Office, particularly Excel, Outlook and Teams.
• Experience working with structured data and reporting outputs.
• Ability to identify and document technical issues, data gaps and process failures.

Desirable Skills & Experience

• Experience using Salesforce or similar CRM platforms.
• Experience using Tableau or other reporting and analytics tools.
• Experience reviewing customer interactions, call recordings or transcripts.
• Exposure to AI tools, speech analytics, quality monitoring or automated evaluation systems.
• Experience within compliance, quality assurance, audit, sales support or operational controls environments.
• Knowledge of the Energy and/or Insurance sectors.

Interview process

• Initial one-way video interview
• Final stage in person interview with the Hiring Manager

About Bionic Group

Bionic has over 600 people working across three office locations and four businesses; Bionic - London, Bionic Outbound - Luton, Think Busin