Amazon
Description
The Customer Engagement Technologies (CET) organization powers Customer Service (CS) by developing elegant customer and Customer Service Associate (CSA) facing products globally. These products offer effortless self-service and automated solutions to our customers. If customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers’ issues using our associate-facing products powered by human-centered design. One of these solutions is a new translation system deploying neural machine translation technology (through AWS Translate models) that aims to support high-quality, real-time translations for up to 39 languages. By applying automated translations to text-based customer service channels (e-mail, chat, Message Us, and CS Chatbot), the product’s vision is to remove language as a barrier and enable flexibility in the CS labor force. Ultimately, Amazon will be capable of supporting customers anywhere around the world, irrespective of the language that the CSA is speaking.
Our team is looking for a talented Machine Learning Data Associate (MLDA) – Specialist in Chinese to drive Chinese-to-English and English-to-Chinese machine translation improvements in partnership with the Machine Learning team. Specifically, you will audit cross-language interactions on text-based channels, review and assess the quality of machine translations in each direction, and identify the highest priority machine translation improvement opportunities that will enhance the customer experience. You will work with Program and Product Managers to determine opportunities for optimizing the quality auditing and machine translation improvement processes, augmenting the customer experience through product testing, and executing the machine learning roadmap for the product. You will be part of a Global Product Management team whose innovations and strategies will influence what we build and how we surface information to solve customers’ issues globally.
A successful candidate is a native Chinese speaker who also speaks English fluently, is extremely detail-oriented, and an effective communicator, and has demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals. The ideal candidate is data-driven and has a strong eye for opportunities. You should be customer-obsessed and not afraid to analyze thousands of interactions. You are willing to experiment, fail fast, learn, and iterate to improve. Furthermore, you understand and account for the implications of your work on front-line operations.
Key job responsibilities
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Native-level translation and localization skills in Chinese
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Proficiency in testing and content proofreading in Chinese, with the ability to document outcomes in English for stakeholders
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Utilization of Chinese language skills to support internal and external customers and related products
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Competence in navigating various internal tools to understand the customer journey
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Strong attention to detail and commitment to quality
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Adaptability to work in a dynamic environment and willingness to adjust priorities on short notice
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Fluency in Chinese and English required
A day in the life
Key daily activities include but are not limited to:
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Localization/Translation
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Testing various workstreams
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Contact Reading in native language while documenting findings in English
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Stakeholder management
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.
The benefits that generally apply to regular, full-time employees include:
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Medical, Dental, and Vision Coverage
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Maternity and Parental Leave Options
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Paid Time Off (PTO)
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401(k) Plan.
About the team
Omni MLDA is a division of Customer Engagement Technologies (CET), partnering with key stakeholders to:
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Automate customer service processes
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Enhance the end-to-end customer experience
Basic Qualifications
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Fluency in Chinese and English (verbal and written communication)
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1+ years business experience in localization and translation
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Strong attention to details
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Exceptional communicational skills
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Customer service experience
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Experience working in complex and frequently-changing environments
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Ability to interpret customer need and being able to frame that as clear requirements
Preferred Qualifications
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Project planning experience, including project scoping, deadline-setting, backlog maintenance, and reporting
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Bachelor’s Degree
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Practical knowledge of data processing needs and trade-offs
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Experience working with machine learning, Artificial intelligence, natural language understanding data
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.