**Experienced Machine Learning Quality Process Lead - Customer Engagement Technology**

**Location:** Virtual Location - Washington United States **Job Description:** At arenaflex, we're revolutionizing the way customers interact with our services 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're seeking a highly skilled Machine Learning Quality Process Lead, fluent in Portuguese and English, to join the Omni Machine Learning Data Associate (MLDA) team within our Customer Engagement Technology (CET) organization. As a key member of our team, you'll play a crucial 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). **A Day in the Life:** As a Machine Learning Quality Process Lead, you'll have the opportunity to work on a wide range of exciting projects that will help shape the future of customer service. Your day will be filled with: * Reviewing annotations to ensure high-quality data that supports ongoing model improvement * Performing root cause analysis to identify opportunities for improving data accuracy * Providing support for ML model training data annotations, assisting annotators in maintaining high-quality work by enforcing best practices * Improving Standard Operating Procedures (SOPs) by sharing findings from reviews or deep dives, ensuring a consistent standard of excellence across the team * Reviewing LLM testing results to ensure their accuracy and identify areas for improvement * Monitoring the accuracy of multiple annotation projects and proactively communicating any blockers or potential delays in the completion of quality checks **Our Team:** The Omni MLDA team is a remote team that works together to develop and fine-tune generative AI machine learning models and executes testing plans to take the customer service experience to the next level. We're a collaborative team that works closely with Science and Product/Program Management teams to release localized customer-facing and agent-facing CS solutions. Our goal is to provide the best possible experience for our customers, and we're looking for talented individuals who share our passion for innovation and excellence. **Benefits:** As an arenaflex employee, you'll enjoy a wide range of benefits that support your well-being and career growth. Some of the benefits we offer include: * Medical, Dental, and Vision Coverage * Maternity and Parental Leave Options * Paid Time Off (PTO) * 401(k) Plan * Equity, sign-on payments, and other forms of compensation as part of a total compensation package * A full range of medical, financial, and/or other benefits **Qualifications:** To be successful in this role, you'll need: * Language fluency in Portuguese (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 **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. **How to Apply:** If you're passionate about innovation and customer service, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your application via our internal or external career site. Apply for this job **About arenaflex:** arenaflex 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 arenaflexians 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply for this job