AM/Manager - Quality

Job description

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients. **Role** **Summary** We are seeking a detail-oriented and analytical GenAI Quality Manager to ensure high standards of accuracy and consistency in our AI projects. This role is focused on reviewing, validating, and improving annotated data used for training and evaluating large language models and other generative AI systems. Beyond quality sassurance, you will play a key role in training, mentoring, and guiding teams of data annotators and reviewers, ensuring consistent understanding and application of project guidelines. You will collaborate closely with project leads, delivery managers, and cross-functional teams to ensure all labeled data aligns with defined quality benchmarks and project-specific requirements. **Role & Responsibilities:** 1. Deliver project specific training sessions for data annotators, reviewers and quality analysts working on GenAI projects. 2. Review and audit annotated data to ensure accuracy, consistency, and strict adherence to project guidelines, using sampling, rubric-based scoring, and error analysis. 3. Provide actionable feedback to annotators, facilitating continuous improvement through coaching, clarification, and targeted support. 4. Conduct refresher sessions based on quality trends, error analysis, and process updates. 5. Report quality trends, recurring issues, and data discrepancies and suggest corrective actions. 6. Conduct pre-delivery sanity checks against project guidelines, ensuring the data meets pre-defined quality thresholds. 7. Report on edge cases not covered by the project guidelines and provide suggestions for guidelines improvement. 8. Analyze client feedback on the deliverables, conduct root cause analysis and corrective actions. 9. Contribute to process enhancement and documentation of quality SOPs. 10. Train and mentor quality analysts, monitor and report on their performance. **Educational/Professional Qualifications:** 1. Bachelors degree in Linguistics, Data Science, or a related field. 2. 3-5 years of experience in quality analysis, preferably in AI/ML, NLP, or data annotation projects. 3. 2-3 years of team leadership or supervisory experience. 4. Strong written and verbal communication skills, with the ability to comprehend and explain complex concepts clearly and effectively. 5. Excellent attention to detail, analytical thinking, and ability to identify subtle inconsistencies in labeled data. 6. Ability to work independently and manage multiple priorities in a fast-paced, evolving environment. 7. Hands-on experience with Generative AI projects. **Competencies that will be Assessed:** 1. Strong written and verbal communication skills. 2. Strong Conceptual Understanding: Confident in grasping complex guidelines and applying them accurately to GenAI data annotation tasks. 3. Detail-Oriented Quality Assessment: Demonstrated ability to identify inconsistencies, errors, and deviations from guidelines within annotated datasets. **Disclaimer:** Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.