Uber – Taguig City, Metro Manila – At Uber, we are all about quality. Providing the best support for riders, eaters, and partners is a core feature of the Uber product experience. We are looking for an A-list individual to join our efforts. As a Quality Specialist II for the Marketplace Monitoring Team, you will contribute to Uber's goal of providing world class support by identifying areas of opportunity and strength through consistent ticket review. The Quality Specialist II is responsible for identifying gaps in support responses and Marketplace Monitoring processes. How? By monitoring responses to ensure the proper mechanics are followed, and by identifying strengths and weaknesses of individual performers. WHAT YOU'LL DO: Monitor and check quality for Proactive Monitoring Team Maintain focus on data integrity and producing work of the highest quality Become an "expert" on support processes and make recommendations towards next steps Identify and promote continuous improvement opportunities in training, process and policies Identify and remove barriers to CSR 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 COSes WHAT YOU NEED TO KNOW/HAVE: 1 – 2 years experience in customer service or QA role Bachelors 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 productivity tools (email, calendar), 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… – Permanent – Full-time

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