Content Evaluator – Bilingual, French and English

This is a fully remote position, open to applicants in United States.

📋 Description

• Perform human quality assessments for an enterprise AI customer support solution on platforms such as Instagram, WhatsApp, and Messenger.

• Assess and compare AI model responses utilizing intricate evaluation rubrics, leveraging provided business knowledge resources.

• Analyze and score AI-generated customer interactions based on Foundational, Experiential, and Operational criteria, which include Action Fidelity, Faithfulness, Hallucination, Compliance, Tone, and Handoff.

• Evaluate informational (R1) and transactional (R2) customer inquiries against authoritative business references like FAQs, product catalogs, and standard operating procedures within the task user interface.

• Engage in dual-review processes and daily calibration audits to maintain inter-rater consistency and set ground-truth performance benchmarks.

• Provide accurate evaluations aligned with performance objectives.

⛳️ Requirements

• Previous experience in customer service, call centers, retail, or managing customer communications through email, chat, or phone (highly prioritized).

• Outstanding written English proficiency with a solid grasp of tone, brand voice, grammar, and subtlety.

• Excellent written French proficiency with a strong command of tone, brand voice, grammar, and subtlety.

• Ability to meticulously adhere to multi-tier evaluation guidelines, complex logic trees, and technical rubrics without deviation.

• Familiarity with specialized web-based tools and labeling interfaces.

🏝️ Benefits

• Flexible hours