Experienced ML Quality Process Lead - Italian, Customer Engagement Technologies

At arenaflex, we're revolutionizing the way customers interact with our services by developing elegant customer and CS Associate (CSA) facing products globally. Our Customer Engagement Technology (CET) organization powers customer service by offering 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 highly skilled ML Quality Process Lead, 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).

A Day in the Life at arenaflex

As an ML Quality Process Lead, you'll be part of a dynamic 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. You'll work closely with 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.

Key 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.

Essential Qualifications

* Language fluency in Italian (Native-level) and English.

• Experience in creating and managing ML annotation processes, testing models, and quality assurance methodologies.
• Analytical and problem-solving skills to identify patterns, inconsistencies, and areas for improvement.
• Ability to thoroughly investigate and identify misalignment between annotations and SOPs, as well as the root causes of inaccuracies.
• Strong ownership and accountability to meet SLAs, and proactive communication regarding blockers, and proposed solutions.
• 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

• Experience in annotation
• Familiarity in using Excel
• Experience with project management and stakeholder management

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As an ML Quality Process Lead, you'll have access to a range of training and development opportunities, including:

• Regular training sessions and workshops to improve your skills and knowledge
• Opportunities to work on high-profile projects and collaborate with cross-functional teams
• A dynamic and inclusive work environment that encourages creativity and innovation
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as paid time off and 401(k) plan

Work Environment and Company Culture

Our team is a remote-working team that values flexibility, collaboration, and open communication. We're committed to creating a diverse and inclusive workplace that empowers our employees to deliver the best results for our customers. If you're passionate about machine learning, customer service, and innovation, we'd love to hear from you!

Compensation and Benefits

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. Amazon 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.

How to Apply

If you're passionate about machine learning, customer service, and innovation, we'd love to hear from you! Please apply via our internal or external career site. This position will remain posted until filled.

About arenaflex

arenaflex is a leading provider of customer engagement technologies that powers customer service by developing elegant customer and CS Associate (CSA) facing products globally. Our Customer Engagement Technology (CET) organization offers effortless self-service and automation solutions to our customers, and enables CSAs to effectively and elegantly solve customers' issues using our associate-facing products powered through human-centered design.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We're committed to creating a diverse and inclusive workplace that empowers our employees to deliver the best results for our customers. Apply for this job