Remote AI Operations Analyst for Member Experience

BlueCross BlueShield of Tennessee; Tennessee; Remote; USD 90,000 - 120,000; Full time

Job summary

BCBST BlueCross BlueShield of Tennessee, Inc. is hiring an Operations AI Analyst to oversee AI-enabled member service processes and ensure accuracy, quality, and compliance across channels.

You will work with multiple teams to validate outcomes, document requirements, and support testing and deployment of scalable, enterprise-grade AI capabilities that enhance member experience and quality metrics.

Qualifications

• Bachelor's degree or four years of corporate work experience.
• 3–4 years in service operations, operations analysis, quality, or related areas.
• Ability to translate operations into clear documentation and support testing activities.

Responsibilities

• Execute daily operations of AI-enabled member service processes across channels.
• Monitor performance and review interaction outcomes for accuracy, quality, and compliance.
• Analyze escalations and exceptions to surface trends, risks, and improvements.
• Document workflows, procedures, user stories, acceptance criteria, and tests.
• Lead user acceptance and regression testing to validate readiness.
• Maintain issue logs and coordinate cross-functional resolution.
• Produce operational documentation, standard work, and runbooks.

Skills

Analytical skills

Problem-solving

Documentation/writing

Cross-functional collaboration

Education

Bachelor's degree or equivalent work experience

Tools

Microsoft Office

CoPilot

Job description

BCBST BlueCross BlueShield of Tennessee, Inc. is hiring an Operations AI Analyst to oversee AI-enabled member service processes and ensure accuracy, quality, and compliance across channels.

You will work with multiple teams to validate outcomes, document requirements, and support testing and deployment of scalable, enterprise-grade AI capabilities that enhance member experience and quality metrics.