Human-in-the-Loop Team Lead
Apply NowCompany: IBM
Location: Annapolis Junction, MD 20701
Description:
Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
IBM has been dedicated to the Veterans Benefits Administration (VBA) mission of accelerating the processing of benefits claims and the subsequently enabled reskilling of VBA Claims Assistants to higher-value roles.
Throughout this engagement, the team has been keenly focused on harnessing the power of data to inform our design, build, test, and improve activities. In the base period, the collective team recognized that the scope and complexity to achieve automation goals exceeded both parties' expectations as requirements and execution had to account for factors such as multi-document packet processing hierarchy, dynamic mail that requires adaptability in training new form versions and recognizing trends in incoming mail, and VBA policy changes. As a result, the team employed an Agile operating model and identified a backlog of enhancements that would support continued improvement of the current Mail Automation scope, as well as improvements to other related upstream, parallel, and downstream processing.
The project requires Transcription/ Quality Assurance (Testing) services to support increasing the quality of processing as new enhancements are continually added to the MAS platform.
Your role and responsibilities
Will be responsible for assisting the Operations team with both Regression Testing and HyperScience human-in-the-loop transcriptions. Regression testing involves manually testing a random sampling of packets looking at the bot performance and any potential defects. Human-in-the-loop transcriptions involves manually transcribing fields that HyperScience is not >98% confident in that extraction. Senior HIL Analysts will also support other HIL tasks within the portfolio, as it grows. A HIL Team Lead is a SME in several task areas, assists with compiling and updating SOPs, assists Operations Managers with operations management and execution, employee placement and scheduling, training of new staff, and assisting teammates within the various operations channels. Each Team Lead will be designated a roster of HIL analysts that they will be responsible for in terms of Performance Management, coaching low performers, and ensuring that the roster adheres to requirements of their positions, as well as ensuring that all IBM administrative tasks are completed in a timely manner (trainings, timekeeping, etc).
Required education
High School Diploma/GED
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
Preferred technical and professional experience
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive benefits program which may include medical & prescription drug coverage, dental, vision, mental health & well being, 8 paid holidays, minimum 56 hours paid sick time, 80 hours paid vacation, life insurance, 401(k), financial counseling, and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role
We consider qualified applicants with criminal histories, consistent with applicable law.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
IBM has been dedicated to the Veterans Benefits Administration (VBA) mission of accelerating the processing of benefits claims and the subsequently enabled reskilling of VBA Claims Assistants to higher-value roles.
Throughout this engagement, the team has been keenly focused on harnessing the power of data to inform our design, build, test, and improve activities. In the base period, the collective team recognized that the scope and complexity to achieve automation goals exceeded both parties' expectations as requirements and execution had to account for factors such as multi-document packet processing hierarchy, dynamic mail that requires adaptability in training new form versions and recognizing trends in incoming mail, and VBA policy changes. As a result, the team employed an Agile operating model and identified a backlog of enhancements that would support continued improvement of the current Mail Automation scope, as well as improvements to other related upstream, parallel, and downstream processing.
The project requires Transcription/ Quality Assurance (Testing) services to support increasing the quality of processing as new enhancements are continually added to the MAS platform.
Your role and responsibilities
Will be responsible for assisting the Operations team with both Regression Testing and HyperScience human-in-the-loop transcriptions. Regression testing involves manually testing a random sampling of packets looking at the bot performance and any potential defects. Human-in-the-loop transcriptions involves manually transcribing fields that HyperScience is not >98% confident in that extraction. Senior HIL Analysts will also support other HIL tasks within the portfolio, as it grows. A HIL Team Lead is a SME in several task areas, assists with compiling and updating SOPs, assists Operations Managers with operations management and execution, employee placement and scheduling, training of new staff, and assisting teammates within the various operations channels. Each Team Lead will be designated a roster of HIL analysts that they will be responsible for in terms of Performance Management, coaching low performers, and ensuring that the roster adheres to requirements of their positions, as well as ensuring that all IBM administrative tasks are completed in a timely manner (trainings, timekeeping, etc).
Required education
High School Diploma/GED
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
- Current HIL Analyst
- People and Performance Management and Communication
- Attention to detail
- Critical thinking and problem skills
- Willing to work flexible hours including nights and weekends
- Collaborative (Soft Skills-Communication, email, chat channels) and Team Player
- Prior Data Entry/Transcription Experience
- Knowledge of and familiarity with Microsoft Office Suite (Excel, Word, Powerpoint)
- Must be able to work onsite at IBM's facility in Rocket Center, WV 3 days per week, or as business needs arise.
- Must already be supporting the team, cleared, and with established accesses.
- Candidates must have the ability to obtain and maintain a Federal security clearance while in IBM Consulting-Federal.
Preferred technical and professional experience
- Experience with the Department of Veterans Affairs and/or other US Federal Government Agencies
- Familiarity with Robotic Process Automation (RPA), Artificial Intelligence (AI) and Object Character Recognition (OCR)
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive benefits program which may include medical & prescription drug coverage, dental, vision, mental health & well being, 8 paid holidays, minimum 56 hours paid sick time, 80 hours paid vacation, life insurance, 401(k), financial counseling, and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role
We consider qualified applicants with criminal histories, consistent with applicable law.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.