at Uber in Chicago, Illinois, United States
Job Description
About the Role
The Community Operations organization at Uber is responsible for delivering extraordinary customer support to riders, drivers, eaters, and couriers! In our Community Operations organization, the Service Quality, Risk, and Compliance team helps to monitor and check the quality for email and phone support, with the goal of improving the customer experience delivered by agents across Uber’s global support network.
We’re looking for a Senior Quality Specialist to join the Service Quality Team to lead projects, develop processes, and provide support to our partners across the world. The Service Quality Specialist role requires strong attention to detail, a passion for process improvement, and the ability to run projects from start to finish.
The ideal candidate is a methodical but creative problem solver, who can influence peers and leaders. 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 crucial. The candidate for this role is dedicated to helping us deliver a premier customer support experience.
What You’ll Do
+ Perform audits or investigations and make recommendations to relevant partners using guidelines
+ Complete data and root cause analysis and provide corrective and preventive action items
+ Present findings to collaborators at an audit level or in calibration meetings
+ Identify and share trends, insights, defects, and areas of improvements to share with stakeholders
+ Participate in quality discussions to share best practices with partners, agents, and stakeholders
+ Provide subject matter knowledge to teammates
+ Follow procedures and process paths to complete key tasks
+ Surface defects from audits and work in close association with business partners to improve them
+ Lead calibration / alignment sessions of the audits with key stakeholders as well as present findings to the business
+ Monitor quality specialist trends metrics and work on metric improvement projects for BPO or COE
+ Identify and promote continuous improvement opportunities in coaching, training, process, policies
+ Act as subject matter authority of quality process and quality guides
Basic Qualifications
+ Minimum of 1 year experience in a quality assurance, data analytics, and/or project management role
+ Additionally, a minimum of 1 year of experience in a customer service role
Preferred Qualifications
+ Experience presenting information and facilitating meetings
+ Experience in a attention to detail environment with high diligence and accountability
+ Exceptional written and verbal communication skills, with proficiency in project planning and execution
+ Passionate about data analysis, focusing on quality improvement, process enhancement, and tool development
+ Confidence in communicating findings to upper management and partners
+ Proficient in productivity tools, including Google Suite or Microsoft Suite, with the ability to learn various CRM (Customer Relationship Management) and QMS (Quality Management Software) tools
+ Proactive approach to overall team and company improvement
+ Skilled in being tactical and adapting to ever-changing environments
+ Experience leading and moderating meetings with cross-functional collaborators
+ Advanced skills in Google Sheets, applying various formulas for raw data analysis
+ Willingness to learn and embrace new and upcoming AI (Artificial Intelligence) tools
+ Solid understanding of SQL is a plus
For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 per hour. For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$24.25 per hour. For all US locations, you will be eligible to participate in Uber’s bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
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 this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
