This job is with Amazon, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Description
The OCP Annotation Analyst supports enhancing customer trust by proactively monitoring and detecting potential Alexa Sensitive Content Policy Violations to prevent exposure to customers when interacting with Amazon Devices and Digital Services. Along with the proactive work, This role also involves triaging the on-device feedback. The Annotation Analyst is integral to properly assessing and documenting these risks, which enables partner teams to execute long-term remediation through improved machine learning models.
The OCP Annotation Analyst has the opportunity to develop a deeper understanding of AI and can exercise critical thinking around the impact of customer issues to the Amazon brand. The work directly impacts improvements to automated detection tools and it helps surface edge cases and nuanced scenarios that drive Alexa Content Policy team discussions for consideration and perspective when drafting policies. The role requires daily involvement with sensitive topics and confidential material.
Key job responsibilities
- Review, classify and triage Alexa on-device feedback interaction data for customer identified issue remediation
- Use specialized tooling to review, assess, and flag candidate Alexa responses for policy violations to mitigate customer exposure when interacting with Alexa enabled devices
- Effectively analyze sensitive content against Alexa Content Policies to identify violations
- Use specific tooling to craft and implement business rules to prevent identified policy violating content from being served to customers when interacting with the Alexa AI
- Engage partner teams to address sensitive content identified as policy violating and poor quality
- Manage workload to achieve individual productivity and quality standards
About The Team
Amazon's Offensive Content and Privacy (OCP) team's vision is to protect our customers by identifying potential offensive content and privacy issues in Amazon's digital and device ecosystem.
Basic Qualifications
- 2 or more years of experience working in a Customer Service environment and/or a role involving data analysis and annotation.
- Experience delivering against throughput-based metrics with high quality results
- Proven ability in critical thinking and troubleshooting technical issues
- Fluent in native language and English
- Ability to work flexible shifts including night shifts/weekends
Preferred Qualifications
- Strong interpersonal and communication skills, while working with varying audiences (e.g. customers, support teams, and technical engineers/developers)
- Proven success in a fast-paced support environment
- Experience working with Microsoft Excel, Tableau, Heartbeat and/or SQL
- Experience with identification of areas for process improvement
- Can adapt well to changing circumstances, direction, and strategy
