• Senior Human-in-the-Loop Analyst

    IBM (Rocket Center, WV)


    Introduction

     

    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 senior HIL Anayst is a SME in several task areas, assists with compiling and updating SOPs, assists Team Leads with operations management, Training of new staff, and assisting teammates within the various operations channels.

    Required technical and professional expertise

    • Current HIL Analyst supporting the team, cleared, and with established accesses

    • Attention to detail, Critical thinking and problem skills, Prior Data Entry/Transcription Experience

    • Willing to work flexible hours including nights and weekends Collaborative (Soft Skills-Communication, email, chat channels) and Team Player

    • 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 2 days per week, or as business needs arise

     

    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)

    IBM is committed to creating a diverse environment and 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.