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<h2>DESCRIPTION</h2> 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 Japanese 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 ((Machine Learning Data Associate) ) 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 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. <h2>BASIC QUALIFICATIONS</h2> - Language fluency in Japanese (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. <h2>PREFERRED QUALIFICATIONS</h2> - Bachelor's Degree - Experience in annotation - Familiarity in using Excel - Experience with project management and stakeholder management Amazon is committed to a diverse and inclusive workplace. Amazon 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. Our inclusive culture empowers Amazonians 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 <a href="https://amazon.jobs/content/en/how-we-hire/accommodations" target="_blank">https://amazon.jobs/content/en/how-we-hire/accommodations</a> for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. 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. For more information, please visit <a href="https://www.aboutamazon.com/workplace/employee-benefits" target="_blank">https://www.aboutamazon.com/workplace/employee-benefits</a>. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon

ML Quality Process Lead - Japanese, Customer Engagement Technology

<h2>DESCRIPTION</h2> 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 Portuguese 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 (Machine Learning Data Associate) 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 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. <h2>BASIC QUALIFICATIONS</h2> - 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. <h2>PREFERRED QUALIFICATIONS</h2> - Bachelor's Degree - Experience in annotation - Familiarity in using Excel - Experience with project management and stakeholder management Amazon is committed to a diverse and inclusive workplace. Amazon 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. Our inclusive culture empowers Amazonians 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 <a href="https://amazon.jobs/content/en/how-we-hire/accommodations" target="_blank">https://amazon.jobs/content/en/how-we-hire/accommodations</a> for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. 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. For more information, please visit <a href="https://www.aboutamazon.com/workplace/employee-benefits" target="_blank">https://www.aboutamazon.com/workplace/employee-benefits</a>. This position will remain posted until filled. Applicants should apply via our internal or external career site.

ML Quality Process Lead - Portuguese, Customer Engagement Technology

<h2>DESCRIPTION</h2> 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. <h2>BASIC QUALIFICATIONS</h2> - 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. <h2>PREFERRED QUALIFICATIONS</h2> - Bachelor's Degree - Experience in annotation - Familiarity in using Excel - Experience with project management and stakeholder management Amazon is committed to a diverse and inclusive workplace. Amazon 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. Our inclusive culture empowers Amazonians 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 <a href="https://amazon.jobs/content/en/how-we-hire/accommodations" target="_blank">https://amazon.jobs/content/en/how-we-hire/accommodations</a> for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. 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. For more information, please visit <a href="https://www.aboutamazon.com/workplace/employee-benefits" target="_blank">https://www.aboutamazon.com/workplace/employee-benefits</a>. This position will remain posted until filled. Applicants should apply via our internal or external career site.

ML Quality Process Lead - Italian , Customer Engagement Technologies

<h3> Position Summary </h3> Are you interested in working in a dynamic environment that offers opportunities for professional growth and new responsibilities? Are you interested in helping clients drive alignment with their business, improve organizational and human resource performance and establish a culture focused on adding business value? That is what the new generation of human resource transformation is all about. If you are seeking a role that offers you the opportunity to advise Government and Public Services (GPS) clients through critical and complex issues, while allowing you to develop personally and professionally, consider a career in Deloitte’s Human Capital practice. Recruiting for this role ends on April 30th, 2025. Work You'll Do As a UKG WFM Pro Configuration Support Senior Analyst, you will: <ul> <li>Support the documentation of requirements, configuration and testing of the UKG WFM Pro application</li> <li>Work in the full lifecycle of a UKG WFM Pro project or workstream including business analysis, functional specification, system configuration, design, testing</li> <li>Work with the team in requirements gathering, workshops or facilitating client meetings </li> </ul> The team Deloitte’s Government and Public Services (GPS) practice – our people, ideas, technology and outcomes—is designed for impact. Serving federal, state, &amp; local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise. The HR Transformation offering (HRT) transforms the way HR enables the business and the workforce. In this world of disruption, we believe that HR has an opportunity to take the lead and own enterprise-wide issues for the organization. From the creation of HR strategy using our leading Oracle-enabled HR Transformation labs, the application of design thinking that allows HR to challenge how work gets done today, to navigating the ever-evolving HR technology landscape to determine the right digital solutions to enable transformation, our HR Transformation practice is focused on helping HR take the lead. Qualifications Required: <ul> <li>2+ years of consulting or industry experience delivering Workforce Management (WFM) solutions</li> <li>Knowledge of UKG WFM configurations and best practices</li> <li>Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future</li> <li>Must be able to obtain and maintain the required security clearance</li> <li>Bachelor’s degree</li> </ul> Preferred: <ul><li>UKG Workforce Central 8.1 and UKG Pro WFM Certified</li></ul> The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $77,000 to $143,000. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. Information for applicants with a need for accommodation: <a href="https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html" target="_blank">https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html</a> Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. <a href="https://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html" target="_blank">Check out recruiting tips from Deloitte recruiters.</a> Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. <a href="https://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards-usdc.html" target="_blank">Learn more about what working at Deloitte can mean for you.</a> Our people and culture Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. <a href="https://www2.deloitte.com/us/en/pages/about-deloitte/articles/deloitte-inclusion.html" target="_blank">Learn more about our inclusive culture.</a> Our purpose Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. <a href="https://www2.deloitte.com/us/en/pages/about-deloitte/articles/purpose-at-deloitte-us.html" target="_blank">Learn more about Deloitte's purpose, commitments, and impact.</a> Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Deloitte

UKG WFM Pro Configuration Support Senior Analyst

<h3> Position Summary </h3> Deloitte Services LLP is seeking a high performing candidate to pursue and develop strategic relationships within the National Reconnaissance Office (NRO) Client Business Unit. Candidates should have strong relationship management skills to open doors and build new client relationships that are deep and durable. Candidates should have a proven track record in selling professional services, an entrepreneurial spirit, and relevant industry experience (preferably with either Defense, or other Federal clients). In this role, candidates will have responsibility for relationship and business development, as well as sales for the wide range of services offered by Deloitte's US subsidiaries. The individual is responsible for building the relationship between Deloitte and the client, helping to market Deloitte's services and capabilities, as well as the planning and penetration of target areas within the client's organization. Recruiting for this role ends on May 31, 2025 As the Client Relationship Executive, you will: <ul> <li>Build trusted advisor relationships with key client executives through content-driven discussions aligned to the client's priorities and relevant trends.</li> <li>Develop a broad understanding of Deloitte’s capabilities to bring the best Deloitte resources to address client issues.</li> <li>Demonstrate valuable industry/sector perspective with consideration of the client’s mission and translating those insights into opportunities.</li> <li>Identify creative ideas for new products and services for the client.</li> <li>Establish relationships with other businesses and product vendors within the client’s ecosystem to drive additional "sell with" and "sell through" opportunities.</li> <li>Lead strategic processes and discussions based on the client history, organization challenges, regulatory, and decision processes.</li> <li>Identify and influence key decision-makers at all levels within the client organization.</li> <li>Navigate the sales cycle, from opportunity identification, through solutioning and storyboarding, identifying contract vehicles, coordinating teaming/alliance partners, aligning on price to win, to close and warm hand-off to the delivery team.</li> </ul> The Team Transparency, innovation, collaboration, inclusion, sustainability: these are the hallmark issues shaping government initiatives today. Deloitte’s GPS practice is passionate about making an impact with lasting change. Carrying out missions in the GPS practice requires fresh thinking and a creative approach. We collaborate with teams from across our organization to bring the full breadth of Deloitte, its commercial and public-sector expertise, to best support our clients. Our aspiration is to be the premier integrated solutions provider in helping to transform the Government marketplace. Required Qualifications: <ul> <li>At least 10 years’ experience as a relationship and/or business development manager (specifically with in the Intelligence Community and/or the National Reconnaissance Office)).</li> <li>At least 10 years’ experience with strong professional services sales management knowledge.</li> <li>At least 5 years’ experience with a proven track record doing capture and sales.</li> <li>At least 5 years’ experience directly driving business growth at the National Reconnaissance Office.</li> <li>Working knowledge of the National Reconnaissance Office’s competitive and teaming landscape; proven ability to assemble teams, teaming relationships.</li> <li>Bachelor’s Degree.</li> <li>Expertise in driving call plans and developing value propositions.</li> <li>Experience in relationship building that increases account penetration and leads to increased revenue opportunities with new and existing clients.</li> <li>Demonstrable ability to leverage pre-existing network of clients or contacts in the marketplace.</li> <li>Ability to influence and lead cross-functional teams in client pursuits.</li> <li>Strong background in crafting and delivering proposals.</li> <li>Excellent spoken, written communication, interpersonal, and relationship building skills.</li> <li>Ability to travel 10-20%, on average, based on the work you do and the clients and industries/sectors you serve</li> <li>Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future</li> <li>Active TS Clearance with CI Polygraph</li> </ul> Preferred Qualifications: <ul> <li>MBA or Masters Equivalent</li> <li>Experience working with Intelligence Community clients with a focus on the National Reconnaissance Office (NRO) mission and the respective mission towers</li> <li>Serving in a leading role within an account team framework (i.e., working effectively with Account Leaders, Offering leaders, practitioners and other business development professionals).</li> <li>Helping to drive a culture of capture and selling across our account and driving new business growth within the NRO mission.</li> </ul> The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $186,500.00 - $252,400. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. Information for applicants with a need for accommodation: <a href="https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html" target="_blank">https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html</a> EA_ExpHire EA_GPS_ExpHire Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. <a href="https://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html" target="_blank">Check out recruiting tips from Deloitte recruiters.</a> Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. <a href="https://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html" target="_blank">Learn more about what working at Deloitte can mean for you.</a> Our people and culture Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. <a href="https://www2.deloitte.com/us/en/pages/about-deloitte/articles/deloitte-inclusion.html" target="_blank">Learn more about our inclusive culture.</a> Our purpose Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. <a href="https://www2.deloitte.com/us/en/pages/about-deloitte/articles/purpose-at-deloitte-us.html" target="_blank">Learn more about Deloitte's purpose, commitments, and impact.</a> Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

5 Customer Service Jobs in Washington