Chloe Soffe

MSc Computer Science graduate with over three years' commercial experience across technical support, quality assurance and technology roles. Experienced in SQL, Python, Power BI and ETL, with a strong focus on improving data quality and ensuring information is reliable enough to support sound decision-making. Enjoy investigating inconsistencies, questioning assumptions and designing practical solutions to complex data problems.

AI Content Evaluation Specialist at Mercor (2026-04 – Present)

• Evaluate and score large-scale generative AI outputs for content accuracy, logical flow, and aesthetic appeal based on strict technical guidelines.
• Annotate and refine multi-modal data to train and optimize advanced Large Language Models (LLMs) for a leading artificial intelligence research lab.
• Analyze visual and textual data to identify biases, inconsistencies, and formatting flaws, directly improving the quality and safety of AI-generated assets.
• Provide comprehensive, high-quality feedback and Reinforcement Learning from Human Feedback (RLHF) to align AI model responses with human preferences.
• Maintain high throughput and accuracy metrics while independently managing remote project deadlines and shifting evaluation criteria.

Technical Support Engineer at Pod Point (2021-05 – 2023-12)

• Provided technical support for a commercial EV charging SaaS platform, resolving software, hardware, firmware and connectivity issues for business customers.
• Investigated technical incidents using Kibana log analysis, identifying root causes and supporting engineering teams with technical escalations.
• Collaborated across Product, Engineering, Operations and Field Service teams to resolve customer-impacting faults and improve service reliability.
• Analysed recurring technical issues and customer trends, contributing to product and knowledge base improvements.
• Managed technical cases through Salesforce while maintaining accurate documentation and communicating clearly with both technical and non-technical stakeholders.

Quality Coach at Arvato CRM Solutions (2020-08 – 2021-04)

• Audited customer interactions against contractual KPIs and quality standards within the Green Homes Grant Scheme, ensuring consistency, compliance and service excellence.
• Delivered one-to-one and group coaching using evidence-based feedback to improve advisor performance and regulatory compliance.
• Analysed quality trends, recurring customer issues and process gaps, presenting findings that supported operational improvements.
• Designed coaching sessions, training materials and quality resources to promote consistent service standards across the operation.

Technical Support Associate at Netflix (2020-01 – 2020-08)

• Delivered Tier 1 and Tier 2 technical support via phone and live chat across Europe.
• Diagnosed streaming, authentication, payment and device compatibility issues across Smart TVs, games consoles, web browsers and mobile devices.
• Resolved high volumes of technical enquiries while maintaining documentation and meeting quality targets.

Product Support Consultant at Roche Diabetes Care (2018-12 – 2019-12)

• Provided technical support to patients and healthcare professionals using Roche diabetes management software and connected glucose monitoring devices.
• Diagnosed software, hardware and connectivity issues while managing cases through Salesforce within a regulated healthcare environment.
• Collaborated with internal specialists to resolve complex technical queries while maintaining accurate documentation.

MSc in Computer Science – Manchester Metropolitan University (2024 – 2026)

BA (Hons) in Communication – University of Leeds (2014 – 2017)