About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Centre (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Model Quality Assurance Program Manager to perform model quality analysis, to improve the automation modeling capability.

Responsibilities:
- Own automation QA for Global AAD (Aftersales, Arbitration, Dispute scenarios) by analyzing automation model data performance, and establishing automation strategy with innovative thoughts.
- Set the annotation process and target for vendors to ensure productivity and quality.
- Provide coaching and training to help vendors to continuously meet the target setting.
- Collaborate with the algorithm team and product team to improve automation modeling and feature capability.
- Investigate fatal errors, hallucinations, and SOP misalignments in complex high-risk flows, ensuring strategies deployed are aligned with policy, operation, and algorithm stakeholders on improvement loops.
- Contribute to the evaluation framework development to produce quality QA results representative of current business line's performance.