Appen

  • Project Coordinator - Seattle WA

    Job Locations US-WA-Kirkland
    Posted Date 2 days ago(11/16/2018 3:39 PM)
    ID
    2018-3146
    Category
    Project Management
  • Overview

    Opportunity Overview:

     

     

    Appen is a global leader in the development of high-quality, human annotated datasets for machine learning and artificial intelligence. Appen brings over 20 years of experience capturing and enriching a wide variety of data types including speech, text, image and video. With deep expertise in more than 180 languages and access to a global crowd of over 800,000 skilled contractors, Appen partners with technology, automotive and eCommerce companies -  as well as governments worldwide -  to help them develop, enhance and use products that rely on natural languages and machine learning.

     

    Position Summary:

     

     

    Appen’s Project Coordinator is responsible for monitoring and driving key performance metrics for a group of independent contractors (ICs) doing search, social media and/or ecommerce evaluation, review, tagging and content annotation.  The APM works collaboratively with an Appen team to meet all project and client requirements. Please note: THIS POSITION REQUIRES BEING COMMUTABLE TO KIRKLAND, WA.

     

    Key Responsibilites:

    • Quality Management:
      • Execute day-to-day quality process for all assigned programs
      • Develop quality management plans to support a program end-to-end
      • Drive quality improvements
      • Take responsibility for delivering required performance metrics for assigned programs
      • Analyze and evaluate statistical reports to proactively identify and improve individual IC and team results to improve client satisfaction
    • Client Relationship Management:
      • Become familiar with all aspects of managing client relationships
      • Actively establish and grow client relationships, as assigned
      • Adapt to changing client needs and expectations
    • Virtual Team Management:
      • Build and manage a virtual team of proficient ICs that meets or exceeds quality, throughput and productivity targets
      • Participate in IC selection as needed
      • Ensure ICs have access to required tools, guidelines and other related materials to meet project requirements
      • Prepare and disseminate project materials based on IC and/or client feedback to clarify guidelines
      • Solicit and use input and feedback from client, Appen managers and ICs to help drive efficiencies and improve quality plans
      • Provide regular reporting on project status, as well as more in-depth analysis
    • Guideline & Training Support:
      • Develop program guidelines and training material as well as annotate data for new or existing programs
      • Participate in program improvements, initiatives, and committee work as assigned
      • Support the training and mentoring of new and existing Appen staff, as assigned
    • Reporting and Communication:
      • Communicate service level expectations and directions to all ICs. May be asked to establish quality requirements
      • Provide up-to-date information that helps Appen staff and ICs anticipate and solve problems.
      • Proactively provide on-the-spot positive and constructive feedback to ICs regarding metrics-driven performance issues
      • Under manager guidance, communicate directly with client, using proper escalation procedures for both production-related questions and technical issues
      • Communicate, with all stakeholders, in a timely, clear and concise manner
      • Participate in regular team meetings with program staff

    Where necessary, complete additional tasks as assigned.

    Qualifications:  

    • Driven to focus on quality and service delivery
    • Motivated self-starter who can establish a course of action for self and others and drive initiatives to completion
    • Flexible, independent, self-motivated; able to deal calmly and professionally with ambiguous data while leading in an environment of constant change
    • Excellent communication skills including an ability to present information clearly and concisely in writing or verbally.  Must also be an attentive and careful listener and respond appropriately to others 
    • Demonstrated time management and organizational skills with attention to details.
    • Excellent analytical skills including ability to proactively identify problems, gather information and set course of action
    • Demonstrated understanding and appreciation for a global marketplace and workforce
    • Innovative thinker who drives the development and implementation of new ideas

    Required Knowledge, Skills and Abilities:

    • BS or BA degree from an accredited university or equivalent work experience preferred
    • Minimum 1-2 year of quality management experience in a metric -driven setting working in a production, operation, or call center environment is desired
    • Advanced Excel skills required
    • Experience managing and prioritizing large volumes of email correspondence
    • Experience with a Windows operating system and Office suite of products
    • Proficient in English. Excellent oral and written communication skills
    • Bi-lingual in a second language is a bonus

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