service Team Lead - qualityUber

As a Quality Assurance Team Leader, 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 strength through the Uber quality program. The QA Team Leader is responsible for supporting 10-15 QA Auditors in identifying gaps in support responses and customer experience.
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 reviews 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.
What You Will Do
Team management: Run first-line administrative functions for the team, like attendance, leaves, DAs, etc
QA Coaching: Empower, lead, and engage regional reviewers to help them achieve their goals
Reviews: Conduct ticket review for validation
Alignment: Facilitate weekly alignment sessions to calibrate with RCO on processes & policies; Provide action plans for alignment findings
Review challenge and clarification: Validate and communicate reviews
Reporting & Insights: Deep dive and provide recommendations for quality opportunities
Stakeholder management: Communicate end-to-end processes to the correct channels to establish goals and trust; handle communication lines for LOB updates to the COE and BPO teams
Projects: Analyze trends and root causes, to provide initiatives and ad hoc projects
Basic Qualifications
People management: At least 1-year of experience as a Quality Supervisor. Strong managerial and people management skill to handle and support the quality vertical of the Business Performance Team
Problem Solving: Should be a strong problem solver and have good decision-making abilities
Stakeholder Management: Building trust with partners would be vital
Positive influencer: A strong Uber culture advocate and a strong people's person
Strong analytical skills
Proven ability to meet deadlines and a high level of dedication towards deliverables
Preferred Qualifications
Bachelor's degree
Leadership experience preferred
Quality background preferred
Intermediate google software knowledge required
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