Ascend is hiring a
Program Analyst

Summary

Join Ascend, a fast-growing SaaS company that offers competitive pay and exceptional benefits. The HIL Program Analyst will oversee all HIL-related support issues, optimize recognition processes, and improve the quality of OCR services to boost customer satisfaction.

Requirements

• Proven experience with OCR technologies or Human in the Loop (HIL) process
• Strong analytical skills with proficiency in Excel, SQL, or other BI platforms
• Ability to manage multiple priorities and enhance operational efficiency
• Excellent communication and collaboration skills with cross-functional teams
• Experience using analytical tools such as R/Python for performance analysis
• A strong sense of urgency, attention to detail, and prioritization capabilities
• Ability to influence and partner across the company while managing expectations

Responsibilities

• Centralize and manage all HIL support issues, improving resolution workflows
• Determine best case recognition scenarios between HIL and OCT for optimal outcomes
• Implement and assist with trained models to enhance OCR recognition accuracy
• Customize the OCR platform for supplier and field-specific issues
• Collaborate with the Document Intelligence team to automate and improve OCR services
• Proactively troubleshoot and resolve customer OCR-related inquiries
• Develop a reporting suite that tracks HIL performance, including metrics on field recognition, customer satisfaction and program efficiency
• Analyze customer feedback to continuously improve the HIL process
• Collaborate with internal teams and act as a point of contact for HIL-related issues

Benefits

• Comprehensive health care benefits (100% covered for employees, 50% for dependents)
• Generous retirement plan match
• Annual Lifelong Learning Allowance to use towards learning opportunities of your choice
• Flexible time off, 10 paid holidays, Flex Fridays during the summer and one week off between Christmas and New Year’s
• Remote-first culture
• Flexible schedules and generous parental leave programs
• Great tools and tech to do your best work: hardware, software, and home office setups