Role Overview
We are seeking detail-oriented evaluators to conduct human quality evaluations for an enterprise AI customer support product on Instagram, WhatsApp, and Messenger. You wil evaluate and benchmark AI model responses against complex evaluation rubrics using provided business knowledge bases.
Key Responsibilities
● Model Evaluation: Review and score AI-generated customer interactions across Foundational, Experiential, and Operational dimensions (e.g., Action Fidelity, Faithfulness, Halucination, Compliance, Tone, and Handoff).
● Intent & Fact Verification: Benchmark both informational (R1) and transactional (R2) customer queries against authoritative business sources (FAQs, product catalogs, SOPs) within the task UI.
● Quality Assurance: Participate in dual-review processes and daily calibration audits to ensure inter-rater agreement and establish ground-truth performance targets.
● Performance Targets: Deliver precise evaluations within a fast-paced daily turnaround cycle (~45-minute average handle time per job).
Required Qualifications & Skills
● Customer Service Background: Prior experience in customer service, cal centers, retail, or handling customer communications via email, chat, or phone (highly prioritized).
● English Proficiency: Exceptional written English skils with a strong command of tone, brand voice, grammar, and nuance.
● Analytical Precision: Ability to strictly fo low multi-tier evaluation guidelines, complex logic trees, and technical rubrics without deviation.
● Tech Adaptability: Comfort using dedicated web-based tools and labeling interfaces.
Work Environment & Schedule
● Duration: Ful-Time, 2-Month Contract (~60 working days), with potential extension based on project needs.
● Shift Alignment: Fixed shift during US night hours
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