Content Evaluator – Bilingual, French and English
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Job Description
Bilingual French-English Content Evaluator evaluating AI customer-support interactions for Innodata, a global data engineering company. Benchmarking responses against business knowledge bases and quality rubrics.
Responsibilities:
- Conduct human quality evaluations for an enterprise AI customer support product on Instagram, WhatsApp, and Messenger
- Evaluate and benchmark AI model responses against complex evaluation rubrics using provided business knowledge bases
- Review and score AI-generated customer interactions across Foundational, Experiential, and Operational dimensions, including Action Fidelity, Faithfulness, Hallucination, Compliance, Tone, and Handoff
- Benchmark informational (R1) and transactional (R2) customer queries against authoritative business sources such as FAQs, product catalogs, and SOPs within the task UI
- Participate in dual-review processes and daily calibration audits to ensure inter-rater agreement and establish ground-truth performance targets
- Deliver precise evaluations against performance targets
Requirements:
- Prior experience in customer service, call centers, retail, or handling customer communications via email, chat, or phone (highly prioritized)
- Exceptional written English skills with a strong command of tone, brand voice, grammar, and nuance
- Exceptional written French skills with a strong command of tone, brand voice, grammar, and nuance
- Ability to strictly follow multi-tier evaluation guidelines, complex logic trees, and technical rubrics without deviation
- Comfort using dedicated web-based tools and labeling interfaces
Benefits:
- Flexible hours
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