Machine Learning Data Associates are annotation specialists who support machine learning projects through high-quality data annotation, labeling, and analysis. In this role, you will help improve customer experience and the performance of ML models by producing accurate, reliable data that trains and evaluates these systems. You will work under the guidance of an operations team of subject matter experts, contributing to a wide range of projects that directly shape how customers interact with automated support.
This role is ideal for detail-oriented individuals who enjoy structured, guideline-driven work and want to play a direct part in advancing conversational AI and customer service technology.
Key job responsibilities
Data Annotation and Labeling
- Perform accurate annotation and labeling tasks that support model training and fine-tuning.
- Complete intent and dialogue labeling for language understanding and intent detection systems.
- Conduct multi-turn free-text annotation to support conversational AI experiences.
- Author simulated conversations used for testing and training.
Quality Assurance and Testing
- Test customer service models based on specific prompts to confirm intent detection and routing work as intended.
- Read and analyze customer contacts to identify defects and improvement opportunities.
- Audit question-and-answer pairs across multiple marketplaces for policy compliance and accuracy.
- Compare call audio to written transcripts to evaluate and improve transcription accuracy.
Analysis and Evaluation
- Complete customer experience analysis by reading contacts and assessing customer sentiment.
- Identify opportunities for improvement through structured contact review.
- Flag compliance issues, including exposure of personally identifiable information and policy violations.
- Review the quality of response templates used by automated customer service agents.
Performance and Development
- Maintain high quality s