Experienced Machine Learning Quality Process Lead - Portuguese, Customer Engagement Technology

• *Join careerzynith's Customer Engagement Technology (CET) organization and be part of a dynamic team that powers customer service by developing elegant customer and CS Associate (CSA) facing products globally.**

• *Location:** Virtual Location - Washington United States

• *Job Description:**

• *Unlock the Power of Quality in Machine Learning**

At careerzynith, we're revolutionizing the way we interact with customers through innovative customer service solutions. Our Customer Engagement Technology (CET) organization is at the forefront of this revolution, developing elegant customer and CS Associate (CSA) facing products that offer effortless self-service and automation solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers' issues using our associate-facing products powered through human-centered design.

• *We're Seeking a Machine Learning Quality Process Lead**

We're looking for a highly skilled Machine Learning Quality Process Lead who is fluent in Portuguese and English to join our Omni Machine Learning Data Associate (MLDA) team within CET. As a Machine Learning Quality Process Lead, you'll play a critical role in managing quality management processes to analyze, improve annotation, testing, and contact reading accuracy to support new feature and product launches for Customer Service Large Language Models (LLMs).

• *Key Responsibilities:**

• **Review Annotations with Attention to Detail**: Review annotations by paying close attention to details, making necessary adjustments to ensure high-quality data that supports ongoing model improvement.
• **Perform Root Cause Analysis**: Perform root cause analysis using basic data analysis in Excel and SageMaker (annotation tool) on annotations to identify opportunities for improving data accuracy.
• **Support ML Model Training Data Annotations**: Provide support for ML model training data annotations, assisting annotators in maintaining high-quality work by enforcing best practices.
• **Improve Standard Operating Procedures (SOPs)**: Improve SOPs by sharing findings from reviews or deep dives, ensuring a consistent standard of excellence across the team.
• **Review LLM Testing Results**: Review LLM testing results provided by testers, paying close attention to details, to ensure their accuracy and identify areas for improvement.
• **Monitor Annotation Project Accuracy**: Carefully monitor the accuracy of multiple annotation projects and proactively communicate any blockers or potential delays in the completion of quality checks.

• *A Day in the Life**

At careerzynith, we offer a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• **Medical, Dental, and Vision Coverage**
• **Maternity and Parental Leave Options**
• **Paid Time Off (PTO)**
• **401(k) Plan**

• *About the Team**

Our Omni MLDA (Machine Learning Data Associate) team remotely works to develop and fine-tune generative AI machine learning models and executes testing plans to take the customer service experience to the next level. This is executed by teams of MLDAs working alongside Science and Product/Program Management teams to release localized customer-facing and agent-facing CS solutions, while allowing them to focus on the development of their new products. In addition, teams with existing CS experiences can rely on the Omni MLDA team to keep their solutions up-to-date and push identified technical defects to tech partner teams or defect elimination teams.

• *Basic Qualifications:**

• **Language Fluency**: Language fluency in Portuguese (Native-level) and English.
• **Experience in ML Annotation**: Experience in creating and managing ML annotation processes, testing models, and quality assurance methodologies.
• **Analytical and Problem-Solving Skills**: Analytical and problem-solving skills to identify patterns, inconsistencies, and areas for improvement.
• **Ability to Investigate Misalignment**: Ability to thoroughly investigate and identify misalignment between annotations and SOPs, as well as the root causes of inaccuracies.
• **Strong Ownership and Accountability**: Strong ownership and accountability to meet SLAs, and proactive communication regarding blockers, and proposed solutions.
• **Collaboration Skills**: Ability to collaborate closely with cross-functional teams, understand project/stakeholder requirements, and align annotation efforts and model testing accordingly.

• *Preferred Qualifications:**

• **Bachelor's Degree**: Bachelor's Degree
• **Experience in Annotation**: Experience in annotation
• **Familiarity with Excel**: Familiarity in using Excel
• **Project Management Experience**: Experience with project management and stakeholder management

• *Equal Opportunity Employer**

careerzynith is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers careerzynithians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://careerzynith.jobs/content/en/how-we-hire/accommodations for more information.

• *Compensation**

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $40,400/year in our lowest geographic market up to $86,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. careerzynith is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutcareerzynith.com/workplace/employee-benefits.

• *Apply Now**

If you're passionate about quality and machine learning, and you're looking for a challenging and rewarding role, apply now to join our team at careerzynith.

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