service quality, risk, and Compliance specialist ii - bilingualUber

You will contribute to Uber's goal of providing world-class support that's as seamless as the ride and food delivery experience by identifying areas of opportunity and strength through consistent ticket review. You will identify gaps in support responses and rider/partner experience by checking email and phone responses to ensure the accurate mechanics are followed, the support offered provides resolution to the rider or driver's issue, and by identifying strengths and weaknesses of individual performers.
What You'll Do
Check the quality of the email or phone support for assigned LOB/s or region.
Maintain focus on data integrity and producing work of the highest quality.
Contribute to alignment/calibration sessions with reviewers and team/partners and discuss steps to ensure consistent alignment scores
Become an "expert" on support processes and make recommendations towards the next steps based on rider and partner happiness.
Identify and promote continuous improvement opportunities in training, process, and policies.
Identify and remove barriers to CSR success wherever they originate (tools, training, etc)
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
Support quality initiatives for the BPO, the customer network, and the business owners
Basic Qualifications
Fluency in written/ spoken in the following language: Korean, and English.
1 - 2 years experience in customer service or QA role.
Preferred Qualifications
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 track record 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
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.
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