Service Quality Specialist II

1 week ago

Visakhapatnam India Uber Full time

Job Description #Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. About The Team Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber About The Role We are looking for a QA Specialist to join the Service Quality Team to contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review. This role is responsible for identifying gaps in support responses and earner, consumer & merchant experience. How By evaluating customer support contacts to ensure the support offered provides resolution to the customer's issue, the proper mechanics are followed, and by identifying the strengths and weaknesses of individual performers. The ideal candidate is a methodical but creative problem solver who has a passion for process improvement. 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. Your Impact In Role - QA Audits : Perform targeted quality reviews in order to identify and action on areas of opportunity in the support process - Alignment Compliance : Consistent attendance to all audit calibration sessions facilitated by the Senior QA to ensure compliance to all QA audit processes that are implemented to the LOBs being supported - Insight Generation : Proactively identify inaccuracies / inconsistencies in content, provide recommendations for content updates, and ensure alignment & clarity across all resources; also help identify and remove barriers to CSR success wherever they originate (tools, training, resources, etc.) - Special Projects : As needed, participate in projects (such as special audits or scrubbing for value added insights) that will be implemented by existing or emerging LOBs in partnership with different stakeholders Basic Qualifications: - Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability - Outstanding written and verbal communication skills - Passion for driving quality and process improvement - Confident presenting feedback and findings to partners - Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint) Preferred Qualifications: - 2 years overall experience doing QA work for different modalities (voice & non-voice) - Above-average knowledge in using Google Suite tools - Some experience in analyzing data & reporting performance - Experience in working on initiatives related to CSAT - Prod identification knowledge - audits

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