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.
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.
· 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
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)