Why UKG
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Job Summary
The Services Operations QA Specialist will be responsible for evaluating call and chat interactions, performing in-depth analysis, and delivering insights that enhance overall operational performance. The role requires experience building AI-driven workflows that can research, analyze, and deliver end-to-end reports with minimal manual input and Automated BOT with agentic AI capability. Candidates should be quick learners,



capable of adapting with enhanced training, and able to contribute AI-based ideas to enhance workflow efficiency.

Essential Duties And Responsibilities
- Document customer interactions accurately, track recurring issues, and provide structured feedback to enhance customer service processes.
- Analyze extensive datasets to recognize trends, identify root causes, and recommend corrective actions.
- Apply robust process-oriented thinking to propose system, workflow, or policy optimizations.
- Monitor recurring patterns and highlight significant metrics influencing quality performance.
- Identify manual processes and convert them into automation or AI-assisted workflows.
- Build and support Agentic AI workflows that can plan tasks, use tools, analyze data, validate outputs, and generate reports.
- Develop AI workflows that can research information, analyze findings, summarize insights, and deliver business-ready reports en

📌 Services Operations Specialist I (Pune Division)
🏢 Ukg
📍 Pune Division