Machine Learning Quality Process Lead - IT, Customer Engagement Technologies
Amazon.com
The Customer Engagement Technology (CET) organization powers customer service by developing elegant customer and CS Associate (CSA) facing products globally. These products 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 are seeking a ML (Machine Learning) Quality Process Lead, who are fluent in Italian and English, to join the Omni Machine Learning Data Associate (MLDA) team within CET to help manage 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 job responsibilities
- 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 using basic data analysis in Excel and SageMaker (annotation tool) on annotations to identify opportunities for improving data accuracy.
- Provide support for ML model training data annotations, assisting annotators in maintaining high-quality work by enforcing best practices.
- Improve Standard Operating Procedures (SOPs) by sharing findings from reviews or deep dives, ensuring a consistent standard of excellence across the team.
- Review LLM testing results provided by testers, paying close attention to details, to ensure their accuracy and identify areas for improvement.
- 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
Amazon offers 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:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Omni MLDA is a team that 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 (Machine Learning Data Associate) 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.
We are seeking a ML (Machine Learning) Quality Process Lead, who are fluent in Italian and English, to join the Omni Machine Learning Data Associate (MLDA) team within CET to help manage 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 job responsibilities
- 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 using basic data analysis in Excel and SageMaker (annotation tool) on annotations to identify opportunities for improving data accuracy.
- Provide support for ML model training data annotations, assisting annotators in maintaining high-quality work by enforcing best practices.
- Improve Standard Operating Procedures (SOPs) by sharing findings from reviews or deep dives, ensuring a consistent standard of excellence across the team.
- Review LLM testing results provided by testers, paying close attention to details, to ensure their accuracy and identify areas for improvement.
- 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
Amazon offers 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:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Omni MLDA is a team that 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 (Machine Learning Data Associate) 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.
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