service quality, risk, and Compliance specialist ii - us&cUber

Community Operations is pioneering how Uber manages rider and driver-partner support around the globe. We're looking for a QA Specialist, to join the Service Quality Team to contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review.
The QA Specialist is responsible for identifying gaps in support responses and rider/partner experience. How? By evaluating customer support contacts to ensure the support offered provides resolution to the customer's issue, the proper mechanics are followed, and by identifying the strengths and weaknesses of individual performers.
The ideal candidate is a methodical but creative problem solver who has a passion for process improvement. The team member must thrive in the type of environment that is ambiguous, fast-paced, and where the only thing that is consistent is change. Many of the challenges we face have no textbook solution, so the ability to invent is critical.
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.
What You Will Do
Perform targeted quality reviews in order to identify and act on areas of opportunity in the support process
Be a champion of the Service Quality program by driving education on service quality metrics and processes
Identify and promote continuous improvement opportunities in training, process, and policies
Proactively identify inconsistencies in content, provide recommendations for content updates, and ensure consistency across all resources
Identify and remove barriers to CSR success wherever they originate (tools, training, resources, etc.)
Maintain focus on data integrity and producing work of the highest quality
Basic Qualifications
Minimum 1 year of experience in customer service or quality assurance role
Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
Outstanding written and verbal communication skills
Passion for driving quality and process improvement
Confident presenting feedback and findings to partners
Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)
Preferred Qualifications
Bachelor's degree or college experience
Specific examples of how you managed partners
Specific examples of how you initiated a project and saw it through from beginning to end
About Uber
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