Our overall mission is simple: to be Earth’s most customer-centric company. We want Amazon to be the place where customers can find, discover, and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will deliver world-class AI-generated experiences to our customers.

Amazon is looking for a Business Analyst based in Cape Town to join our Community Feedback Annotation team. In this role, you will assess the quality of output produced by human-in-the-loop annotators and ML models, delivering actionable insights to science teams that directly improve model performance. You will work with annotated training and evaluation data used to train AI models powering customer-facing experiences.

The ideal Business Analyst ensures team priorities and tasks are aligned to delivering high-quality labeled and annotated data. You will set and oversee quality standards, coach and develop your team, and build a work environment where annotators are engaged and feel a genuine sense of achievement about their role in delivering world-class data.

You will produce reports showing quality assessments completed by your team, conduct data analysis to identify key drivers reducing model effectiveness, and present evidence-backed findings to science, engineering, and business teams.


Key job responsibilities
Leadership
• Communicates the Amazon mission, vision, and strategy with clarity and conviction
• Demonstrates passion for delivering a positive customer experience and maintains composure in difficult situations
• Provides overall direction, performance management, coordination, and evaluation of team output
• Experience interviewing and selecting candidates who maintain a high-performance bar
• Strong interpersonal and communication skills; comfortable interacting with stakeholders up to Director level
• Positive communicator who knows when and how to have honest conversations
• Confidently facilitates team discussions and communicates business messages
• Maintains a high level of professionalism and approachability
• Adapts well to changing circumstances, direction, and strategy
• Organizes, prioritizes, and schedules work assignments effectively
• Proven ability to manage reporting, data manipulation, and analysis
• Experience managing core business KPIs
• Assists in developing and implementing training programs to improve team quality and productivity

Operational Delivery
• Understands operational principles of service delivery and uses data to drive continuous improvement
• Prepares metric reviews using data and insights
• Acts as the operational representative for business teams, understanding voice of the partner in key process or policy changes
• Builds plans to test and experiment with new approaches to service delivery

Continuous Improvement
• Uses data to identify areas of ongoing improvement in service delivery
• Collaborates with the annotation team and linguistic experts to refine and develop annotation guidelines, accounting for language nuances, linguistic phenomena, and diverse use cases
• Continuously communicates with model development teams, providing insights on annotation challenges, linguistic subtleties, and potential improvements to model performance
• Ensures accuracy and integrity of annotated data through regular quality checks, identifying and addressing inconsistencies, and maintaining high data cleanliness standards
• Works closely with annotation team members, data scientists, and linguists to ensure effective collaboration and knowledge sharing
• Stays current with linguistic trends, developments, and emerging language phenomena to adapt annotation strategies and guidelines accordingly


A day in the life
This is an IC role focused on quality assessments and data insights for business teams to action and drive improvement. You will provide reports detailing audit outcomes and quality assessments, and present findings, trends, and insights to business and science teams to improve model training.

About the team
Our team is passionate about human motivation and behavior and uses machine learning, classification algorithms, and scalable platform services to have a cross-org impact every day. We evaluate user research, customer experience knowledge, data, and cross-Amazon moderation expertise to ensure other teams think about customer trust.