Uber – Mabalacat, Pampanga – Community Operations is pioneering how Uber manages rider and driver partner support around the globe. 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 is able to 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 critical. The candidate for this role is dedicated to helping us reach a world-class customer support experience What the Candidate Will Do Be a Subject Matter Expert (SME) for the quality review process and support the processes by quickly actioning recommendations for improvement Own quality assurance content and process creation for your dedicated lines of business Be a champion of the service quality program by driving education on service quality metrics and processes Proactively identify inconsistencies in content, provide recommendations for content updates, and ensure consistency across all resources Optimally use communication tools to disseminate program changes to all affected parties Think strategically to drive projects which improve support quality Synthesize insights for leadership and provide meaningful next steps Be comfortable explaining wins and opportunities for improvement to senior leadership Partner with program leaders to stay up to date with all program changes and launches, ensuring the team is well equipped to support business needs Perform targeted quality reviews in order to identify and action on areas of opportunity in the support process What the Candidate Will Need / Bonus Points —- Basic Qualifications —- Minimum 2 years of experience in customer service or quality assurance role Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability Outstanding written and verbal communication skills Passion for data analysis and the ability to drive quality improvement, process improvement, and tool enhancements Confident presenting findings to upper management Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite Proactive in thinking about the bigger picture and how we can improve as a team and company 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…. – Permanent – Full-time

Send Application

Upload Resume / CV (Select or Drop File)

Signup to newsletter and receive daily job updates, services, etc.