AI Operations Analyst

At Bionic, we're on a mission to make it radically easier to run a small business. As the UK's leading business comparison and switching service, we help thousands of small and medium-sized businesses save time and money on essentials like energy, broadband, insurance, and finance.  We combine smart technology with real human support to match our customers with the best deals - quickly and effortlessly. With trusted partnerships including Compare the Market, USwitch for Business, MoneySuperMarket and Confused.com, we're committed to help SMEs get the best deals for their business essentials every time.  The role We're looking for detail-oriented and analytical  AI Operations Analysts  to play a critical role in supporting the governance and quality assurance of AI-driven processes across Bionic.  As part of our Business Excellence function, you'll sit at the intersection of Operations, Compliance and AI Innovation. You'll be responsible for reviewing AI-generated outcomes, validating results against available evidence and ensuring decisions are applied fairly, consistently and accurately before they are used in downstream sales and operational processes.  This is a unique opportunity to gain hands-on experience working with AI technologies while helping shape how AI is used responsibly in a fast-growing business. If you're naturally curious, highly organised and enjoy solving problems through evidence-based decision making, we'd love to hear from you.  Key responsibilities AI Validation \& Quality Assurance  * Validate AI-generated outcomes across Energy and Insurance before they are used in business processes. * Review call recordings, transcripts and AI rationale to determine whether outcomes are accurate and appropriately applied. * Identify true fails, false fails, accepted exceptions and potential technical issues. * Ensure validation activities are completed accurately and consistently against agreed criteria. Analysis \& Reporting  * Update system records and validation fields to ensure reporting remains accurate and reliable. * Support monthly reporting cycles through completion of validation reviews and challenge processes. * Conduct periodic sampling activities to identify potential false-pass trends and support ongoing assurance. * Maintain clear audit trails and documentation for validation decisions and escalations. Continuous Improvement  * Track recurring validation themes, process gaps and AI tool limitations. * Identify opportunities to improve processes, controls and reporting accuracy. * Escalate technical issues and recurring system challenges to relevant stakeholders. * Contribute insights that support the ongoing evolution of AI-supported workflows and governance. Stakeholder Collaboration  * Work closely with Business Excellence, AI Innovation, Sales Leadership and Legal \& Compliance teams. * Support the fair, transparent and evidence-led use of AI outputs across the organisation. * Build strong working relationships across technical and operational teams to drive positive outcomes. About you We're looking for people who combine strong analytical thinking with exceptional attention to detail. You'll be comfortable working with data, applying defined criteria consistently and making objective decisions based on evidence.  You'll likely have:  * Excellent attention to detail and a highly accurate approach to work. * Strong judgement and the ability to make fair, evidence-based decisions. * The ability to identify patterns, trends, process issues and root causes. * Strong written communication skills and the ability to clearly document decisions. * Confidence in escalating complex, unclear or high-risk issues when required. * Experience working with multiple stakeholders across operational, compliance or technical teams. * The ability to manage competing priorities while meeting important deadlines. * A professional and confidential approach when handling sensitive information. Required skills \& experience  * Strong IT literacy with experience using business systems and learning new technologies quickly. * Good knowledge of Microsoft Office, particularly Excel, Outlook and Teams. * Experience working with structured data and reporting outputs. * Ability to identify and document technical issues, data gaps and process failures. Desirable Skills \& Experience  * Experience using Salesforce or similar CRM platforms. * Experience using Tableau or other reporting and analytics tools. * Experience reviewing customer interactions, call recordings or transcripts. * Exposure to AI tools, speech analytics, quality monitoring or automated evaluation systems. * Experience within compliance, quality assurance, audit, sales support or operational controls environments. * Knowledge of the Energy and/or Insurance sectors. The interview process * Initial one-way video interview * Final stage in person interview with the Hiring Manager About Bionic Group Bionic has over 600 people working across three office locations and four businesses; Bionic - London, Bionic Outbound - Luton, Think Business Loans - Chelmsford, Utility Bidder - Corby and Smart - Field based agents.  We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We're one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves.  Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward.  Benefits We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks.  Enhance your health \& wellbeing 🌱  * Private healthcare cover * Employee Assistance Programme, including a virtual GP service, priority physio \& talking therapies * Eyecare scheme Taking time away from work 🏖️  * 25 days annual leave plus the 8 UK bank holidays, increasing with tenure * 1 paid family/religious day of leave per year - following successful probation period * 1 paid charity volunteering day per year * Option to buy/sell up to an additional 3 days leave per year  Family matters: for the special moments 🏠  * Enhanced maternity, paternity or shared parental leave * 2 days off for your wedding upon joining, and up to 5 days after 2 years' service * Flexible working options \& a hybrid work approach Financial wellbeing 💸  * Auto-enrolled salary sacrifice pension scheme * Life assurance * Season ticket Loans, salary advances \& loans to buy/rent a home - based on tenure * Cycle to work scheme Recognition 🌟  * Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success * Company summer \& Christmas party celebrations, business and local zonely \& annual awards and recognition * Long service awards