Experienced ML Quality Process Lead - Italian, Customer Engagement Technologies

Are you a detail-oriented and analytical professional with a passion for Machine Learning (ML) and Italian language skills? Do you thrive in a fast-paced environment where you can make a significant impact on the quality of customer service experiences? If so, we invite you to join the Omni Machine Learning Data Associate (MLDA) team at blithequark's Customer Engagement Technology (CET) organization as an ML Quality Process Lead. About blithequark's Customer Engagement Technologyblithequark's CET organization is a global leader in developing elegant customer and CS Associate (CSA) facing products that offer effortless self-service and automation solutions to our customers.Our products empower CSAs to effectively and elegantly solve customers' issues using human-centered design. We are committed to delivering exceptional customer experiences that drive loyalty and growth. A Day in the Life of an ML Quality Process LeadAs an ML Quality Process Lead, you will play a critical role in ensuring the high-quality data that supports ongoing model improvement. Your day will be filled with reviewing annotations, performing root cause analysis, and collaborating with cross-functional teams to identify opportunities for improving data accuracy.You will also be responsible for improving Standard Operating Procedures (SOPs) and reviewing LLM testing results to ensure their accuracy and identify areas for improvement. 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.About the Omni MLDA TeamThe 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 collaborate 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. Basic 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 managementWhy Join blithequark? * Competitive compensation package, including a base pay range of $40,400/year in our lowest geographic market up to $86,500/year in our highest geographic market. * Comprehensive benefits package, including medical, dental, and vision coverage, maternity and parental leave options, paid time off (PTO), and a 401(k) plan.* Opportunity to work with a diverse and inclusive team that values collaboration, innovation, and customer obsession. * Career growth opportunities and learning benefits, including training and development programs, mentorship, and opportunities for advancement. * Flexible work arrangements, including remote work options, to support work-life balance. If you are a motivated and detail-oriented professional with a passion for ML and Italian language skills, we encourage you to apply for this exciting opportunity.Please via our internal or external career site. We look forward to hearing from you! Equal Employment Opportunityblithequark 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 are committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all employees. AccommodationsIf 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. TotalCompensationbolthires 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