Service Quality Specialist, GenAI Manual Evaluations

About The Role

The GenAI Manual Evaluations team plays a critical part in continuing to expand and improve Uber’s use of AI and automated services in various aspects of our operations, such as customer service. Service Quality Specialists within the team will be responsible for reviewing and evaluating live interactions between Uber user’s and our support bots, indicating where the program fell short to make the necessary changes to resolve similar issue types in the future.

What You’ll Do:

• Perform audits and make recommendations to relevant stakeholders using guidelines
• Complete data and Root cause Analysis and provide corrective and preventive action items
• May present findings to stakeholders at an audit level or in calibration meetings
• Identify and share trends, insights, defects & areas of improvement to share w/stakeholders
• Participate in quality discussions to share best practices with partners, agents, and stakeholders
• Provide subject matter knowledge to teammates
• Follow procedures and process paths to complete key tasks

Basic Qualifications

• At least 6 months of experience in one of the following: service quality assurance, compliance, banking, insurance, fraud, consulting or regulated area
• Experience with Google Suite

Preferred Qualifications

• Excellent written and verbal communication skills, including the ability to listen effectively and switch tones between internal teams and external customer communication
• Ability to multitask, prioritize, and handle time effectively
• Excellent interpersonal skills, integrity, and follow-through on tasks
• Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
• Detail-oriented
• Basic analytical/technical skills
• Ability to work with sensitive customer information

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$21.70 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link .

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form .

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.