coe specialist ii - anz, north asia, g&ss QualityUber

At Uber, we are all about quality. Providing the best support for riders, eaters, and partners is a core feature of the Uber product experience. We are looking for an A-list individual to join our efforts.
As a Quality Specialist II for the Marketplace Monitoring Team, you will contribute to Uber's goal of providing world class support by identifying areas of opportunity and strength through consistent ticket review. The Quality Specialist II is responsible for identifying gaps in support responses and Marketplace Monitoring processes. How? By monitoring responses to ensure the proper mechanics are followed, and by identifying strengths and weaknesses of individual performers.
WHAT YOU'LL DO:
Monitor and check quality for Proactive Monitoring Team
Maintain focus on data integrity and producing work of the highest quality
Become an "expert" on support processes and make recommendations towards next steps
Identify and promote continuous improvement opportunities in training, process and policies
Identify and remove barriers to CSR success wherever they originate (tools, training, etc)
Deep dive and analyze to find trends and root causes of errors to give feedback on agent performance
Provide quality intelligence to help Team Leads close loops with COSes
WHAT YOU NEED TO KNOW/HAVE:
1 - 2 years experience in customer service or QA role
Bachelors degree preferred
Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
Self motivated and reliable to meet deadlines
Creative / Proactive in thinking about a bigger picture and how we can improve as a company
Proven ability to work in a fast-paced team setting
Proficiency in productivity tools (email, calendar), Microsoft Suite (excel, PowerPoint)
Ability to work cross functionally with other departments
Confident presenting findings to upper management
Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements
Uber

Taguig City, Metro Manila
Permanent
Full-time