service quality, risk, and Compliance specialist iiUber

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 customer experience. How? By monitoring task completion to maintain business flow; monitoring email and phone responses to ensure the accurate 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:
Supervise and check quality and CSAT for email, phone support, or back-office support for assigned to different 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/partners and discuss steps to ensure consistent alignment scores
Become a "guide" 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 efficiency 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 lively 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 is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing .
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
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