Quality AnalystUber

At Uber, we are all about quality. Providing the best support for riders & partners is a core feature of the Uber product experience. We are looking for an A-list individual to join our efforts.
As a Service Quality, Risk, and Compliance Specialist II, you will contribute to Uber's goal of providing world-class email and phone support that's as seamless as the ride and food delivery experience by identifying areas of opportunity and strength through consistent task review. The Service Quality, Risk, and Compliance Specialist II is responsible for identifying gaps in support responses and earner and consumer experience, most especially in the Safety and Regulation space. How? By monitoring task completion to maintain business flow; monitoring email and phone responses to ensure the proper mechanics are followed; support offered provides resolution to the rider or driver's issue; dissatisfaction reasons are identified; and by identifying strengths and weaknesses of individual performers.
What you'll do:
Monitor and check quality and CSAT for email, phone support, or back-office support for assigned Safety and Regulation LOB/s in the region
Maintain focus on data integrity and producing work of the highest quality
Contribute to alignment/calibration sessions with reviewers and team/stakeholders and discuss steps to ensure consistent alignment scores
Become an "expert" on support processes and make recommendations towards next steps based on rider and partner satisfaction
Identify and promote continuous improvement opportunities in training, process and policies
Identify and remove barriers to agent 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 agents
What you need to know/have:
1 - 2 years experience in customer service or QA role
Bachelor's 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), Google/ 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
Perks:
Ground floor opportunity with the team; shape the strategic direction of the company
The rare opportunity to change the world such that everyone around you is using the product you built
We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally
Sharp, motivated co-workers in a fun office environment
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Uber

Taguig City, Metro Manila
Permanent
Full-time