senior quality Team LeadUber

As a Quality Senior Team Lead, you will contribute to Uber's goal of providing world-class email and phone support that's as seamless as the ride experience by identifying areas of opportunity and strengths through the Uber quality program. You will be responsible for supporting 2-3 Team Leaders, each handling 7-10 QAs in leading day-to-day activities, and play a vital role in fostering partnerships to develop solutions that will improve our riders, drivers, and merchants' support experiences
What You'll Do
Team management: Lead administrative functions for the team
TL Coaching: Empower, develop, and engage Quality Team leads, supporting them in becoming effective leaders
Alignment Mastery: Conduct Quality Source of Truth reviews (act as calibration gauge)
Performance management: Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects/initiatives that can help drive outstanding customer experience
Process implementation and change management: Effectively communicate quality processes and changes to relevant partners to ensure understanding and compliance; Track site compliance to various quality SOPs and requirements
Stakeholder management: Develop and maintain relationships with a variety of partners, including LOB program managers, team leads, and managers
Project management: Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, and perform Kaizen or continuous Quality process improvements at the COE and/or BPO.
Basic Qualifications
Minimum 2 years Quality Assurance and People Management experience
Advanced knowledge in using Google Suite tools
Good-eye in analyzing data
Outstanding written and verbal communication skills
CSAT driven approach
Basic knowledge in root cause analysis & process improvement
Preferred Qualifications
Experience in analyzing data & reporting performance
Proactive & able to create SMART action plans to resolve issues
Proactive in thinking about the bigger picture and how we can improve as a team and company
A good amount of experience in maintaining good relationships with multiple stakeholders and/or LOBs
Strategic attitude and ability to plan staffing & productivity for multiple teams
About the Team
The Quality Assurance team is dedicated to providing world-class support to consumers of all Uber products. Uber relies on the Quality team to measure the consistency of our support across all languages, modalities and issue types.
The team works across multiple lines of businesses within Uber.
You'll work to own the relationship with your LOB Stakeholders including project managers, reviewers, and international business partners.
You will be the main owner for your respective lines of businesses and will report findings from the reviewers in your program in weekly alignment sessions, and drive to improve upon metrics.
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