Digital Operations Support Analyst – Self-Service, AI

Jobtailor; Illinois; On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor is seeking a detail-oriented analyst to drive AI-powered self-service initiatives. You will test, validate, and optimize AI-driven experiences, analyze live case data, and collaborate across teams to transform case drivers into scalable self-service solutions.

You will review AI performance, maintain knowledge bases, and prioritize automation initiatives while benchmarking against industry standards to improve customer experience metrics.

Qualifications

• Knowledge of performance measurement and tuning for systems, processes, content and tools.
• Knowledge of recognizing, anticipating, and resolving organizational or process problems.
• Understanding of effective communication concepts, tools and techniques.
• Experience with contact center tools such as Salesforce.
• Experience reviewing customer data, case trends, or digital performance metrics.
• Experience with a variety of AI tools.
• Intermediate knowledge of Word, PowerPoint, and Excel.
• Experience testing or validating AI, virtual assistants, chatbots, or digital self-service solutions.
• Experience building an AI agent.
• Understanding of how live case drivers translate into self-service and AI opportunities.
• Solid understanding of BPO environments and supplier partnerships.

Responsibilities

• Provides self-service support by testing and evaluating AI-driven experiences.
• Analyzes live case and self-service data to identify scalable self-service opportunities.
• Reviews AI performance and validates response accuracy.
• Partners cross-functionally to convert repeat case drivers into self-service resolutions.
• Tests, validates, and evaluates AI-powered self-service solutions for accuracy and quality.
• Analyzes case data and customer interactions to identify improvement areas.
• Collaborates with partners to convert case-driven issues into self-service content.
• Monitors and supports improvement of AI containment and customer experience indicators.
• Develops and maintains knowledge base and support documentation for AI training data.
• Gathers requirements and prioritizes automation initiatives.
• Benchmarks automation performance against industry standards.

Skills

AI performance analysis

Self-service testing

Data analysis

Cross-functional collaboration

Salesforce experience

MS Word

MS PowerPoint

MS Excel

AI tools experience

Communication

Education

4-Year degree or equivalent experience

Tools

Salesforce

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

• Provides self-service support by testing and evaluating AI-driven experiences.


• Analyzes live case and self-service data, identifying opportunities for scalable self-service solutions.


• Reviews AI performance, validates response accuracy.


• Partners cross-functionally to convert repeat case drivers into effective self-service and AI-enabled resolutions.


• Tests, validates, and evaluates AI-powered self-service solutions for accuracy and quality.


• Analyzes case data and customer interactions to identify improvement areas.


• Collaborates with partners to convert case-driven issues into self-service content.


• Monitors and supports improvement of AI containment and customer experience indicators.


• Develops and maintains knowledge base and support documentation for AI training data.


• Gathers requirements and prioritizes automation initiatives.


• Benchmarks automation performance against industry standards.

Requirements

• Knowledge of performance measurement and tuning for systems, processes, content and technical tools.


• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.


• Understanding of effective communication concepts, tools and techniques.


• Experience working with contact center tools such as Salesforce.


• Experience reviewing customer data, case trends, or digital performance metrics.


• Experience with a variety of AI tools.


• Intermediate knowledge of Microsoft Word, PowerPoint, and Excel.


• Experience testing or validating AI, virtual assistants, chatbots, or digital self-service solutions.


• Experience building an AI agent.


• Understanding of how live case drivers translate into self-service and AI opportunities.


• Solid understanding of BPO environments and supplier partnerships.


• 4-Year degree in an applicable field or equivalent experience preferred.

Core Competencies

Demonstrates expertise in analyzing AI performance and customer data to enhance self-service solutions, while effectively collaborating across functions to drive automation initiatives and improve customer experience metrics.

Highest-signal resume keywords

• AI Performance Validation


• Self-Service Solution Testing


• Salesforce Experience


• Data Analysis for Improvement


• BPO Environment Understanding

ATS Optimization Keywords

Hard Skills

• AI Tools Experience


• Performance Measurement


• Automation Initiatives


• Digital Self-Service Solutions Testing


• Case Data Analysis

Soft Skills

• Effective Communication

Industry Keywords

• BPO Environments


• Supplier Partnerships


• Customer Experience Indicators


• Knowledge Base Development

Tools & Technologies

• Salesforce


• Microsoft Word


• Microsoft PowerPoint


• Microsoft Excel