Quality Specialist, Alexa Data Services

Business English skills both verbal and written
- Experience with business software, intermediate Excel knowledge (Data Entry, VLOOKUPS, PIVOTS, Basic & Intermediate Formulas)
- Capable of working in strict compliance with internal guidelines
- Experience in Machine Learning/Data Labelling
- Strong process expertise, being able to understand end to end Alexa Data Services processes
- Experience in coaching others for process results improvement and/ or systemic escalations
- Strong analytical and problem-solving skills

Job summary Come build the future of the voice recognition for Alexa with us We are hiring Quality Specialists in our SJO data team. This role focuses on ensuring high quality data labeling across a variety of different workflows. Key job responsibilities - Dive deep into issues to establish Root Cause Analysis (RCA) of errors by analyzing data, identifying trends, developing solutions and prioritizing opportunities for overall process quality improvements at site level - Consistently look for quality-related areas of improvement and providing recommendations to operations, by possibly utilizing continuous improvement tools - Provide Operations team with a holistic view of quality performance and identify the levers which will drive performance improvement - Monitor quality and coaching operations team members as appropriate (e.g. deep dive, issue resolution etc.) - Act as back up for Quality Assurance Manager in different quality business reviews - Attend Quality business calls, provide inputs as needed and cascade down the agreements/action items - Collaborate with managers in planning and overcoming any process challenges that are impacting Quality metrics - Produce, and maintain quality metrics reports that support analysis and performance management - Define and track measurable metrics to gauge progress against objective quality goals - Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish quality standards and processes - Handle or contribute to responses on customer escalations and recommendations - Test and evaluate new tools/ dashboards and suggest needed adjustments/ enhancements in current tools - Support adoption of tools and processes by creating documented procedures/ mechanisms, ensuring operations are following new and/or existing processes - Follow up until resolution on quality-related open tickets sitting with different departments (e.g. Tech, Analytics, etc.) - Proactively identify tooling needs within operations - Invest time to improve awareness on procedures and ways of working, analysis, process mapping, or working in production queues A day in the life To be successful in this role, you will need to understand changes quickly in response to internal customers’ requests and change workflows accordingly. Driven by your passion for data, you show proactive behavior in solving issues with efficiency and accuracy. Your ability to concentrate and your high attention to details help you deliver high-quality work as well as maintaining strict confidentiality and follow all applicable Amazon policies for securing confidential information. Your excellent communication and strong organizational skills help you support several projects at one time, and re-prioritize as necessary. About the team The Alexa Data Services (ADS) organization provides data creation, curation, and analytics services to help develop, test, and train the Alexa AI. We work closely with internal customers like Machine Learning Science modeling teams, providing the critical data they need to improve Alexa’s Automatic Speech Recognition and Natural Language Understanding models and domain features.
- Experience working with speech or language data, including experience with annotation and other forms of data markup - Implementation of at least one project idea linked to quality improvement (e.g. Site project/program/initiative, cross-sites project/ initiative, initiative with impact at global level etc.) - Presentation skills - Continuous efforts to deliver high quality data - Ability to work with ambiguity/lack of established processes - Excellent communication skills - Highly collaborative team player - Proactive, with previous demonstration of ability to use own initiative - Ability to respond positively to working in an ever-changing environment