**About the Role** Global Quality is transforming how we evaluate and improve customer support experiences across Uber’s global call center network. As part of this transformation, we are expanding our use of automation and GenAI to scale quality audits, reduce manual effort, and generate faster, more consistent insights into agent performance. We are looking for a Service Team Analyst III to support the monitoring and continuous improvement of Quality automations within a high-volume, global contact center environment. This role is ideal for a junior analyst with a strong analytical mindset and growing interest in GenAI prompting, automation logic, and quality systems. In this role, you will support live automations by monitoring performance, investigating accuracy issues, validating outputs, and assisting with prompt and logic improvements. You will partner closely with Global Quality, QA Operations, and Platform teams to ensure automations are reliable, aligned to Quality standards, and delivering measurable impact. **What You Will Do:** _Monitor & Maintain Quality Automations_ - Conduct daily and weekly monitoring of live automations to assess accuracy, drift, data quality, and rule effectiveness - Track key automation health metrics such as error rates, precision/recall, and validation outcomes - Complete BAU monitoring tasks to proactively flag anomalies or degradation _Support Prompt & Automation Accuracy_ - Assist with investigating automation errors, incorrect markdowns, or unexpected trends through structured data deep dives - Support updates to automation logic or GenAI prompts based on observed issues and feedback - Help prepare and manage automation validation queues to ensure ongoing accuracy _Partner with QA & Operations Teams_ - Collaborate with QA teams to understand Quality standards and identify whether issues stem from automation logic or standard interpretation - Support Operations and requesters by answering questions related to automation outputs and behavior - Communicate findings, risks, and trends clearly to relevant stakeholders _Contribute to Continuous Improvement_ - Recommend incremental improvements to prompts, rules, and processes to improve efficiency and reduce errors - Support documentation and tracking of automation changes, validations, and outcomes - Build foundational expertise in GenAI prompting, model monitoring, and Quality automation best practices **Basic Qualifications:** - At least 1 year of experience in a related field (automation, system management, data analysis) - Prior experience in technical troubleshooting and SQL/Python - Intermediate data analysis and processing skills using spreadsheets with spreadsheets - Strong stakeholder management skills - Strong communication, problem-solving, and analytical skills **Preferred Qualifications:** - Understanding of Quality Management Systems, QA processes and workflows, data pipelines, or ETL processes. - Familiarity with governance frameworks, model monitoring, and operational risk management. - Familiarity with GenAI prompting techniques and LLM functionality, with a strong interest in staying current on AI advancements and industry trends. - Experience with Python, R, or Google Scripting for automation and diagnostics. - Basic proficiency with data visualization tools (Tableau, Power BI, or Looker). For Chicago, IL-based roles: The base hourly rate amount for this role is USD$29.70 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 [https://jobs.uber.com/en/benefits](https://jobs.uber.com/en/benefits). 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](https://forms.gle/aDWTk9k6xtMU25Y5A). 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.