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$21.72 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits., For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$21.72 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.