AI Quality & Performance Analyst - Service Desk Insights

WTW; Taguig; On-site; PHP 700,000 - 900,000; Full time

Job summary

WTW is seeking an AI Quality & Performance Management professional to monitor and improve AI-enabled Service Desk operations. The role focuses on analyzing AI interactions, identifying quality issues, and driving data-driven improvements across knowledge management, automation, and service desk teams.

You will work with Excel and Power BI to develop dashboards, track trends, and provide actionable recommendations to stakeholders, ensuring improved AI deflection, resolution, and user satisfaction.

Qualifications

• At least 2 years’ experience working in an IT Service Desk, IT operations, or ITSM environment.
• Experience with ServiceNow or a comparable ITSM platform is preferred.
• Experience analyzing operational data, ticket trends, or service performance is preferred.
• Experience working with AI-assisted support, chatbots, automation, or conversational AI is advantageous.

Responsibilities

• Monitor AI-assisted Service Desk performance, including deflection, resolution, escalation, fallback, and containment rates.
• Review AI interactions, failed intents, fallback cases, and escalated conversations to identify quality issues and recurring patterns.
• Tag, classify, and analyze AI failures and user support scenarios.
• Identify gaps in knowledge articles, intents, automation coverage, and AI responses.
• Analyze Service Desk tickets, trends, user feedback, and operational data to identify opportunities for improvement.
• Prepare dashboards, reports, and insights on AI and Service Desk performance using Excel and Power BI.
• Provide structured recommendations and feedback to Knowledge Management, Automation, AI, and Service Desk teams.

Skills

Analytical thinking

Data analysis

Communication

Tools

Excel

Power BI

ServiceNow

Job description

WTW is seeking an AI Quality & Performance Management professional to monitor and improve AI-enabled Service Desk operations. The role focuses on analyzing AI interactions, identifying quality issues, and driving data-driven improvements across knowledge management, automation, and service desk teams.

You will work with Excel and Power BI to develop dashboards, track trends, and provide actionable recommendations to stakeholders, ensuring improved AI deflection, resolution, and user satisfaction.