Content Evaluator – Bilingual (Vietnamese and English)

Overview

Innodata is seeking detail-oriented bilingual evaluators to perform human quality assessment for an enterprise AI customer support product used on Instagram, WhatsApp, and Messenger. The work involves reviewing AI-generated customer interactions, applying detailed rubrics, and comparing responses against authoritative business knowledge sources.

This is a remote US-based role. The team is based in Hoboken, NJ and surrounding areas. The contract duration will be confirmed during the recruitment process, and the schedule may require occasional evening and weekend availability.

What You’ll Do

• Review and score AI-generated customer interactions across foundational, experiential, and operational dimensions.
• Evaluate factors such as action fidelity, faithfulness, hallucination, compliance, tone, and handoff quality.
• Verify customer intents and facts for both informational and transactional queries using provided business sources such as FAQs, product catalogs, and SOPs.
• Participate in dual-review workflows and daily calibration audits.
• Help maintain inter-rater agreement and support ground-truth performance targets.
• Complete repetitive, detail-heavy tasks accurately and consistently while meeting deadlines.

Requirements

• Exceptional written English with strong command of tone, brand voice, grammar, and nuance.
• Exceptional written Vietnamese with strong command of tone, brand voice, grammar, and nuance.
• Ability to follow multi-tier evaluation guidelines, complex logic trees, and technical rubrics closely.
• Comfort using web-based tools and labeling interfaces.
• Customer service, call center, retail, or customer communications experience is highly preferred.
• Ability to learn new software, platforms, and digital workflows quickly.
• Resourcefulness and comfort troubleshooting issues as they arise.

Additional Details

• Up to 40 hours per week.
• Hourly pay is up to $20, depending on experience, skills, and qualifications.
• Recruitment scam warning: Innodata states it will not ask for payment, banking details, or sensitive personal information during the application process.