Machine Learning Data Associate - Journey Management

Overview

The Machine Learning Data Associate plays a key role in supporting machine learning initiatives by performing meticulous data annotation, labeling, and analysis. This role focuses on enhancing customer experience and improving ML model performance by providing accurate and dependable training data. Guided by a team of subject matter experts, you will contribute across various projects that influence automated support systems used by customers.

Primary Responsibilities

• Precisely annotate and label data to assist model training and fine-tuning processes.
• Perform intent and dialogue labeling to improve language comprehension and intent recognition systems.
• Conduct multi-turn free-text annotation aiding conversational AI capabilities.
• Create simulated dialogues for training and evaluating models.
• Evaluate customer service models with targeted prompts to verify proper intent detection and routing.
• Analyze customer interactions to identify defects and opportunities for enhancement.
• Audit question-and-answer pairs for accuracy and adherence to policies across different marketplaces.
• Compare audio call recordings with transcripts to assess transcription quality.
• Assess customer sentiment and experience by reviewing customer contacts.
• Recognize and report compliance issues, such as exposure of personal information and policy breaches.
• Review automated agent response templates for quality assurance.
• Consistently uphold high-quality standards across assigned projects while meeting throughput goals and key performance metrics.
• Collaborate closely with project leaders and the broader operations team to align objectives and share insights.
• Engage in continuous learning initiatives to develop expertise across diverse project types.

Daily Work

Your typical day involves reviewing project assignments and corresponding guidelines, labeling customer dialogues for model training, auditing Q&A pairs, testing customer service models against prompts, identifying transcription mismatches, and recording productivity metrics. You receive feedback and guidance from expert project leads, with your performance monitored through clear metrics that highlight areas for improvement.

About The Team

This team specializes in the human-assisted processes that generate and validate data underpinning machine learning models. Collaborating with product and science teams, they deliver labeled data, translation services, quality assurance, and detailed customer interaction analysis to support confident model deployment and service enhancements.

Basic Qualifications

• Fluency in English: speaking, writing, and reading.
• Bachelor's degree or an equivalent qualification.
• Experience in customer-facing roles or related fields that demonstrate strong analytical abilities, attention to detail, and effective communication.
• Capability to work independently with initiative, manage deadlines, and complete project deliverables.

Preferred Qualifications

• Previous experience in natural language data labeling, data annotation, or linguistic markup.
• Exposure to working with speech and text data in multiple languages.
• Use of customer insights and data analytics to understand target audiences thoroughly.
• Ability to prioritize and multitask effectively under tight deadlines and respond promptly to urgent requirements.
• Background in machine learning, data mining, information retrieval, statistics, natural language processing, or computer architecture.
• Familiarity with evaluation of conversational AI or automated customer service experiences.

Additional Information

Amazon promotes an inclusive culture that enables employees to achieve the best customer outcomes. Candidates needing accommodations during recruitment or onboarding should contact the Hiring Team. This job is located in Bengaluru, Karnataka under company ADCI.