service Team Lead ii - qualityUber

At Uber, we are all about quality. Providing the best support for customers is a core feature of the Uber product experience. We are looking for an A-list individual to join our efforts.
As a Senior Team Lead - Quality, you will contribute to Uber's goal of providing world-class contact support, for whatever channel, by identifying areas of opportunity and strength through the Uber quality program. The Quality Senior Team Lead is responsible for supporting 10-15 QA Specialists or 2-4 Team Leads with 10-40 QA Specialists, in identifying gaps in support responses and customer experience.
What You'll Do
Team management: Manage administrative functions for quality verticals.
TL Coaching: Motivate, manage, and engage Quality Team leads to help them become effective leaders.
Reviews: Conduct review support for validation.
Performance management: Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports for LOB quality opportunities and scores.
Process implementation and change management: Effectively communicate to the COE and BPO teams quality processes and changes to ensure understanding and compliance; Track program changes compliance across sites involved in process launches.
Stakeholder management: Build relationships and provide insights for improvement to management and senior leadership.
Project management: Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement or A/B testing.
Basic Qualifications
People management: Strong managerial and people management skills to handle and support the quality vertical.
Problem Solving: Should be a strong problem solver with good decision-making abilities.
Stakeholder Management: Building trust with stakeholders would be vital.
Positive influencer: A strong Uber culture advocate; a strong people's person.
Strong analytical skills: Proficient in Microsoft or Google Suite, and can interpret dashboards and reports for action plans.
Excellent communication skills: Has strong written and verbal communication skills which can be adjusted depending on varying audiences (upper management, agents, external partners, etc).
Efficiency: Proven ability to meet deadlines and a high level of commitment towards deliverables.
Preferred Qualifications
Bachelor's degree
Operational management experience preferred
Leadership experience required
Quality background preferred
Project/change management experience required
Intermediate to advanced google software knowledge required
About the Team
You will be joining a team of hardworking Quality Leads contributing to Uber's goal of providing world-class email and phone support that's as seamless as the Rides and Eats experience. You will manage a team of Quality Specialists identifying improvement areas through consistent contact review catering to different lines of businesses in different regions we serve worldwide. One of the team's main responsibilities is identifying gaps in support responses and customer experience-- through proper mechanics adherence, provision of support resolution, and identifying strengths and opportunities of individual performers.
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