AI Operations Analyst

MCI; Gauteng; On-site; ZAR 350,000 - 500,000; Full time

Job summary

MCI is looking for a highly organized AI Operations Analyst to enhance AI systems and processes. The analyst will monitor performance and facilitate improvements while ensuring alignment with business objectives.

The ideal candidate should possess a Bachelor's degree and a minimum of 3 years' experience in operations analysis. Strong analytical and communication skills are essential to succeed in this role while facilitating collaboration with cross-functional teams and stakeholders.

Qualifications

• Minimum 3 years of experience in operations analysis or related disciplines.
• Experience working with performance metrics and operational reporting.
• Ability to interpret data and identify trends and opportunities.

Responsibilities

• Ensure AI systems and processes operate effectively and reliably.
• Monitor AI solution performance, utilization, and operational metrics.
• Provide actionable insights that support AI decision-making and optimization.

Skills

Analytical skills

Problem-solving capabilities

Stakeholder management

Communication skills

Organizational abilities

Education

Bachelor’s Degree in Business, Operations Management, Information Systems, Data Analytics, or related field

Tools

Reporting and productivity tools

Business intelligence tools

Job description

MCI is a technology‑enabled business services company delivering customer experience, business process outsourcing, and cloud technology solutions across a wide range of industries. Our contact centers operate on‑site and remotely, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are seeking a highly organized and analytical AI Operations Analyst to support the day‑to‑day operations, performance monitoring, and continuous improvement of AI‑powered solutions and platforms. The analyst will ensure AI systems operate efficiently, deliver expected outcomes, and align with business objectives and operational standards.

Key Responsibilities

• Ensure AI systems and processes operate effectively and reliably.
• Monitor AI solution performance, utilization, and operational metrics.
• Track system effectiveness against business objectives and KPIs.
• Identify operational issues, bottlenecks, and performance trends.
• Support the resolution of operational incidents and service disruptions.

Data Analysis & Reporting

• Provide actionable insights that support AI decision‑making and optimization.
• Analyze operational data and performance indicators.
• Develop dashboards, reports, and performance summaries.
• Identify opportunities for efficiency improvements.
• Support data‑driven decision‑making processes.

Process Optimization & Continuous Improvement

• Drive operational excellence across AI initiatives.
• Review existing workflows and operational procedures.
• Recommend improvements to processes and service delivery models.
• Support implementation of optimization initiatives.
• Contribute to operational best practices and standards.

Stakeholder Collaboration & Support

• Work closely with business and technical teams to ensure successful AI operations.
• Collaborate with AI engineers, product teams, and operational stakeholders.
• Support business users and operational teams.
• Assist with issue tracking and resolution activities.
• Facilitate communication between technical and non‑technical teams.

Governance & Operational Controls

• Support effective management of AI operational environments.
• Ensure adherence to operational standards and procedures.
• Maintain documentation and operational records.
• Support governance, compliance, and audit activities.
• Assist with risk identification and mitigation efforts.

Qualifications

• Bachelor’s Degree in Business, Operations Management, Information Systems, Data Analytics, Technology, or a related field.
• Minimum 3 years of experience in operations analysis, business analysis, technology operations, or related disciplines.
• Strong analytical and problem‑solving capabilities.
• Experience working with performance metrics and operational reporting.
• Ability to interpret data and identify trends and opportunities.
• Experience documenting processes and operational procedures.
• Strong stakeholder management and communication skills.
• Proficiency in reporting and productivity tools.
• Strong organizational and time‑management abilities.
• Ability to manage multiple priorities simultaneously.
• Experience working in cross‑functional environments.
• Understanding of operational governance and performance management principles.

Nice to Have

• Experience supporting AI, machine learning, or automation initiatives.
• Knowledge of Generative AI technologies.
• Experience with business intelligence and reporting tools.
• Familiarity with Agile delivery methodologies.
• Experience within technology, SaaS, BPO, or shared services environments.
• Knowledge of workflow automation solutions.
• Exposure to AI governance frameworks.
• Experience supporting digital transformation initiatives.

Work Environment: This position is performed in a professional office setting. The employee will be largely sedentary, using a computer and telephone headset. The role may require occasional light physical activity such as moving within the office and handling objects up to forty (40) pounds.

Location & Security: Must be authorized to work in the country where the job is based. Must be willing to submit to a Level II background and/or security investigation with a fingerprint, and to drug screening where required. Job offers are contingent upon investigation results.

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

MCI embraces differences and believes diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.