sr. Quality SupervisorUber

As a Quality Senior Team Lead, 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 strengths through the Uber quality program. You will be responsible for supporting 2-3 Team Leaders, each handling 7-10 QAs in leading day-to-day activities, and play a vital role in fostering partnerships to develop solutions that will improve our riders, drivers, and merchants' support experiences
What You'll Do
Lead administrative functions for the team
Empower, develop, and engage Quality Team leads, supporting them in becoming effective leaders
Conduct Quality Source of Truth reviews (act as calibration gauge)
Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects/initiatives that can help drive outstanding customer experience
Effectively communicate quality processes and changes to relevant collaborators to ensure understanding and compliance; Track site compliance to various quality SOPs and requirements
Develop and maintain relationships with a variety of partners, including LOB program managers, team leads, and managers
Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, and perform Kaizen or continuous Quality process improvements at the COE and/or BPO.
Basic Qualifications
Minimum 2 years Quality Assurance and People Management experience
Advanced knowledge in using Google Suite tools
Good-eye in analyzing data
Outstanding written and verbal communication skills
CSAT driven approach
Basic knowledge in root cause analysis & process improvement
Preferred Qualifications
Experience in analyzing data & reporting performance
Proactive & able to create SMART action plans to resolve issues
Proactive in thinking about the bigger picture and how we can improve as a team and company
A good amount of experience in maintaining good relationships with multiple collaborators and/or LOBs
Strategic attitude and ability to plan staffing & productivity for multiple teams
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. This team works across multiple lines of businesses within Uber.
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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.
Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to
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Uber

Mabalacat, Pampanga
Permanent
Full-time