This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Description About WTW WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, WTW has 49,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize perks, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at About the Team The Enterprise Technology team provides core Information Technology (IT) operations and end‑user technology services that support colleagues across the organization. The team focuses on keeping enterprise technology services available, secure, and well‑governed,



ensuring smooth day‑to‑day IT operations. Summary The Service Desk Artificial Intelligence Quality Analyst is responsible for ensuring that AI-assisted Service Desk capabilities deliver effective, reliable, and measurable support outcomes. The role combines traditional IT Service Desk operations with AI quality monitoring, data analysis, user experience assessment, and continual service improvement. Role AI Quality & Performance Management Monitor and report on key Artificial Intelligence (AI) performance indicators, including deflection, resolution, escalation, fallback, and containment rates. Review AI interactions and identify quality issues, failed intents, and inappropriate or incomplete responses. Categorize and analyze AI failure scenarios to identify root causes and recurring patterns. Identify opportunities to improve AI intents, conversational flows, knowledge sources, and automation. Validate the effect

📌 Service Desk Artificial Intelligence Quality Analyst (Thane)
🏢 WTW
📍 Thane