Service Team Analyst 2 - Quality Control Specialist

About the role and team 

Our Customer Operations org has built a robust network at scale, delivering admirable cost savings and efficiency to Uber business. Our goal is and will remain to further utilise our expertise to continue delivering added business value with scalable operations of the highest quality in order to improve customer experience and to enable Uber operations to grow efficiently.

One of the key areas of work in Krakow’s Centre of Excellence is Payments Compliance.
The Compliance team works directly with Uber Payments Entity and the Global Payments Compliance Program Team to manage or support the Anti-Money Laundering activities required by Financial regulators to retain our payments licence.
As a Quality Control Specialist, you’ll be responsible to overview Quality activities, ensuring the Krakow CoE and BPO Operations are compliant with our regulated entities’ requirements.
 

What you’ll do 

• Lead and execute Quality Control compliance reviews across operational workflows according to established audit methodologies.
• Identify logical gaps, operational risks, and procedural friction within compliance workflows, proposing scalable process improvements to enhance efficiency and accuracy.
• Detects system bugs, data discrepancies, and tooling issues, escalating them promptly to technical stakeholders and product teams for resolution.
• Continuously assess the effectiveness of current compliance policies, standard operating procedures (SOPs), and quality frameworks.
• Formulate data-driven recommendations and lead the implementation of required policy, tool, or workflow updates.
• Compile and deliver comprehensive Quality Control (QC) metric reports for key stakeholders.
• Provide actionable, objective feedback to operational teams and individual analysts to drive performance quality and close knowledge gaps.
   

Basic Qualifications 

• In-depth working knowledge of AML frameworks and core Payments Compliance workstreams (KYC, EDD, Screening, and Transaction Monitoring).
• Hands-on experience working within at least one core Payments Compliance domain (KYC, TM, Screening, EDD) - exposure to multiple workstreams is highly preferred.
• Exceptional attention to detail and strong data analysis skills, with a proven ability to investigate root causes when standard methods are inconclusive.
• Ability to translate complex quality metrics and audit findings into clear, structured, and actionable reports or presentations for stakeholders.
• Ability to structure documentation and complex processes into reports, presentations and other relevant formats.
• Excellent interpersonal skills to deliver constructive feedback, facilitate learning sessions, and foster a quality-first culture.
• Practical experience in at least one Team of Payments Compliance such as KYC, TM, Screening, EDD – ideally more than one
• Proficiency in written and spoken English, along with advanced fluency in G-Suite (Google Sheets, Docs, Slides).
   

Preferred Qualifications 

• SQL practical tool experience is a nice touch.