About The Position
Innodata is a global data engineering company focused on enabling the responsible advancement of artificial intelligence. We provide data, evaluation frameworks, and human expertise to build trustworthy AI systems at scale. Our solutions, platforms, and services cater to Generative AI/AI builders and adopters, leveraging our 36+ year legacy of delivering high-quality data and outstanding customer outcomes. This role involves conducting human quality evaluations for an enterprise AI customer support product across platforms like Instagram, WhatsApp, and Messenger. Evaluators will assess AI model responses against detailed rubrics using provided business knowledge bases.
Requirements
- Prior experience in customer service, call centers, retail, or handling customer communications via email, chat, or phone (highly prioritized).
- Exceptional written English skills with a strong command of tone, brand voice, grammar, and nuance.
- Exceptional written French skills with a strong command of tone, brand voice, grammar, and nuance.
- Ability to strictly follow multi-tier evaluation guidelines, complex logic trees, and technical rubrics without deviation.
- Comfort using dedicated web-based tools and labeling interfaces.
Responsibilities
- Review and score AI-generated customer interactions across Foundational, Experiential, and Operational dimensions (e.g., Action Fidelity, Faithfulness, Hallucination, Compliance, Tone, and Handoff).
- Benchmark informational (R1) and transactional (R2) customer queries against authoritative business sources (FAQs, product catalogs, SOPs) within the task UI.
- Participate in dual-review processes and daily calibration audits to ensure inter-rater agreement and establish ground-truth performance targets.
- Deliver precise evaluation.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
