Machine Learning Data Associate, Journey Management

Technology, Data & Digital · Data, AI & Analytics · Machine Learning · Data Analysis · Data Engineering

In short

As a Machine Learning Data Associate, you will be responsible for high-quality data annotation and labeling to improve machine learning models and customer experience. This role involves performing various annotation tasks, testing customer service models, analyzing customer contacts, and identifying opportunities for improvement while maintaining quality standards and meeting throughput targets.

Responsibilities

Perform accurate annotation and labeling tasks for model training and fine-tuning.
Complete intent and dialogue labeling for language understanding and intent detection systems.
Conduct multi-turn free-text annotation for conversational AI experiences.
Author simulated conversations for testing and training.
Test customer service models to confirm intent detection and routing.
Read and analyze customer contacts to identify defects and improvement opportunities.
Audit question-and-answer pairs for policy compliance and accuracy.
Compare call audio to written transcripts to evaluate transcription accuracy.
Complete customer experience analysis by reading contacts and assessing customer sentiment.
Identify opportunities for improvement through structured contact review.
Flag compliance issues, including PII exposure and policy violations.
Review the quality of response templates used by automated agents.
Maintain high quality standards and track throughput targets.
Collaborate with project leads and the operations team.
Participate in upskilling initiatives.

Requirements

Speak, write, and read fluently in English.
Bachelor's degree or equivalent.
Experience working with customers or strong analytical skills, attention to detail, and effective communication abilities.
Ability to work proactively and independently, meet deadlines, and deliver on projects and tasks.

Desired Qualifications

Experience in natural language data labeling, data annotation, linguistic annotation, or other forms of data markup.
Experience working with speech and text language data in multiple languages.
Experience using customer insights and data to deeply understand target customers.
Experience prioritizing and handling multiple assignments while maintaining commitment to deadlines, or completing complex tasks quickly with little to no guidance.
Experience in machine learning, data mining, information retrieval, statistics, or natural language processing.
Familiarity with evaluating conversational or automated customer service experiences.

Benefits

Inclusive culture empowering Amazonians to deliver the best results.
Support for individuals with disabilities during the application and hiring process.

Skills

natural language processingdata annotationlinguistic annotationmachine learningdata mininginformation retrievalstatistics

#Customer Service#Machine Learning#Data Annotation

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