Quality Manager

About Appen

Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry's most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.

Our data is crucial for building and continuously improving the world's most innovative artificial intelligence systems and Appen is already trusted by the world's largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.

At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.

At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Overview: We are seeking an experienced and passionate Quality Manager to join our LLM team. This role involves collaborating with various internal functions to ensure continuous adherence to quality SLAs. The Quality Manager will conduct in-depth data analysis to identify root causes and risks, and will develop proactive mitigation strategies. The ideal candidate will possess a strong understanding of quality management, risk mitigation, and data analysis, along with the ability to work collaboratively across teams to achieve organizational goals. A proven track record in quality management is essential.

Responsibilities:

• Implement a clear overall quality strategy with scalability allowing efficient monitoring of quality metrics and proactively surface issues effectively to define appropriate continuous improvement programs.
• Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems.
• Effectively manage and mentor a team responsible for diverse workflows, quality channels, and both internal and external stakeholders.
• Drive accountability with team leads and their teams to meet quality performance goals ensuring program standards are met week-over-week.
• Assess and prioritize the top-quality issues affecting projects across all levels.
• Quantify business cases and drive cross-functional partners to change systems, processes, and policies to achieve better outcomes.
• Drive investigation of quality issues with proactive and effective mitigation.
• Find creative workarounds for quality issues.
• As new Content Policies are being developed and prototyped, provide details around the impact of the policy change to the project and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place.
• Help assess/outline training for contributors on new or changing Content Policies as well as “refresher” training on existing Content Policy as-needed.
• Actively review decision accuracy audits to ensure consistency and alignment with project objectives and guidance.
• Manage investigations of quality escalations to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, etc..
• Conduct deep dives, identify error trends, root causes, and risks to the project with effective quality mitigation actions outlined.

Qualifications:

• Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment.
• 5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, Etc.).
• Proven track record of collaborating with cross-functional teams to produce results.
• Demonstrated ability to perform well in a rapidly changing and global team.
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential..
• Experience with Tableau/Power BI or other similar tools is a plus.
• Excellent communication skills.
• Excellent Data Analytic skills..
• Strong critical thinking and exceptional problem-solving skills Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements.
• Quality certification (e.g., Lean Six Sigma, TQM, etc.) a plus.
• Project management certification (PMP, Prince2, etc.) is a plus.