AI Operations Analyst

1 Fair Isaac Corporation; United States; Remote; USD 105.000 - 165.000; Vollzeit

Zusammenfassung

FICO is seeking an AI Operations Analyst for the Scores B2C team. You will review AI-driven conversations, flag inaccuracies, and help improve product safety. You will work with Product, AI engineers, and QA to refine rubrics and sampling methods, using SQL and Tableau to understand user queries and quality trends.

The role emphasizes data labeling, rubric consistency, and escalation processes, with responsibilities to publish weekly quality reports and support fixes after releases.

Qualifikationen

• Bachelor's degree or equivalent experience in a related field.
• Strong SQL skills and ability to read dashboards in Tableau.
• Detail oriented with ability to apply a rubric consistently.

Aufgaben

• Review AI chat conversations and product summaries for accuracy and safety.
• Categorize feedback and guardrail blocks into a taxonomy and track changes over time.
• Label data to support evaluation of automated reviewers and measure agreement.

Kenntnisse

SQL

Dashboard review

Attention to detail

Ausbildung

Bachelor's degree in related field

Tools

Tableau

Python

Jobbeschreibung

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfil your career potential! The Opportunity As myFICO expands its AI-powered product features, the Scores B2C team is hiring an AI Operations Analyst to review how our AI features talk to consumers about their credit, identify wrong or unsafe answers, and turn those findings into a better product.

What You’ll Contribute Review a risk-weighted sample of AI chat conversations and Personalised Credit Insights summaries, and flag inaccurate, unsupported, off-topic, or unsafe responses. Categorise member feedback, guardrail blocks, and escalations into a failure-mode taxonomy, and track how it changes over time. Own the golden regression dataset by adding labelled examples from real production misses, keeping labels consistent, and documenting the rubric behind them. Label data to help measure and improve automated evaluators, including double-labeling a share of items to measure reviewer agreement. Publish a weekly quality report covering intent coverage, resolution and containment, refusal and guardrail rates, safety flags, top failure modes, and recommended fixes. Escalate flagged content to Legal, Compliance, and Trust & Safety with clear severity ratings, and follow each item through to resolution. Use SQL and dashboards to understand what members ask, where the experience falls short, and where quality is drifting. Partner with Product, the Applied AI Engineer, and QA engineers on review tooling, rubrics, and sampling methods, and verify fixes after each release.

What We’re Seeking Bachelor's degree in a related field, or equivalent experience, and demonstrated experience in a quality, analytical, or operations role reviewing customer conversations, such as CX or QA, support operations, compliance QA, or conversation design. Strong SQL skills and comfort building and reading dashboards in a BI tool such as Tableau. Sound judgment and close attention to detail, with the ability to apply a written rubric consistently and explain your decisions. Strong written communication, including clear failure descriptions and concise summaries for leadership. Comfort working with sensitive consumer data in a regulated environment, and the discretion that requires. Experience working in Agile/Scrum teams. Experience in consumer finance, credit, banking, fintech, or other regulated environments (FCRA, ECOA, UDAAP), knowledge of credit reports and FICO Scores, and experience with conversational AI or LLM-based products, data labeling, rubric design, inter-rater agreement, failure-mode taxonomies, basic Python and Jupyter, or Legal and Compliance escalation processes is a plus.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognised for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

The targeted base pay range for this role is: $105,000 to $165,000 with this range reflecting differences in candidate knowledge, skills and experience.

Why Make a Move to FICO?

At FICO, you’ll develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimisation, and much more. FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
• Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
• Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks! Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, colour, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy FICO powers decisions that help people and businesses around the world prosper. Founded in 1956, FICO has been the trusted backbone of financial decisioning for more than seven decades. We empower businesses worldwide with applied intelligence and advanced analytics to transform complex data into fair, explainable, and actionable decisions — enabling smarter outcomes, stronger customer relationships, and sustainable growth. FICO clients include more than half of the top 100 banks in the world, more than 600 personal and commercial line insurers in North America and Europe, 400+ retailers and general merchandisers, all of the 100 largest U.S. credit card issuers, and more. FICO is a global leader in analytics software, empowering businesses to make smarter, faster decisions through cutting-edge data science, machine learning, and AI. Creators of the iconic FICO® Score — the standard in credit decisioning — and recognised in both the Forrester Wave™ and Gartner® Magic Quadrant™ for its decision intelligence. FICO delivers a powerful platform built on Applied Intelligence, combining advanced analytics with explainable AI to drive transparency, reduce risk, and enable hyper-personalised customer experiences at scale. Trusted by organisations across financial services, insurance, payments, and beyond, FICO turns data into decisions that matter.