Candidates who have 1-2 years of operations management/general management/ support experience. Please refer to the job advert for further information.
Quality Auditor
At Uber, we ignite opportunity by setting the world in motion. We tackle big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 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 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.
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.
What the Candidate Will Do
- You would be performing quality audits and find out areas of improvement for the team. Here are broad level of details of your responsibilities:
- Supervise and check quality for email or phone support for assigned LOB/ region
- Deep dive and analyze to find trends and root causes of errors to give feedback on site or agent performance
- Provide quality intelligence to help LOB managers optimize support logic and insights to the training team to bridge the knowledge gap
- Report on weekly quality metrics
- Work in tandem with LOB / QA managers to improve their error rate for better feedback mechanism
- Collaborate with APAC AST team for standardized and scalable process
- Liaise with various lines of businesses and regions to calibrate audits, implement methodologies, and drive performance improvements
- Identify root causes and improvement opportunities in training, process, and policies
- Collect and present data to management and Regional CommOps in reports and weekly business reviews
- Provide support in setting up QA process for new launches in BPOs / COEs
- Lead project initiatives for quality improvement and process optimization
Basic Qualifications
- Open to working in 24X7 support
- Proven track record to meet deadlines and a high level of dedication toward deliverables
- Self-motivated and goal driven
- Strong communication to interact with stakeholders
- 1-2 years of operations management/general management/ support experience
- Lead project initiatives for quality improvement and process optimization
What the Candidate Will Need
- Graduation in any discipline
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