Quality Specialist

1 week ago

Hyderabad, Telangana, India Uber Full time ₹ 2,50,000 - ₹ 7,50,000 per year

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.

What the Candidate Will Need / Bonus Points
- What the Candidate Will Do -

  • 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 -

  • Must have a minimum experience of 1+ years in a relevant role, as a quality auditor
  • 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 -

Quality Analytics - Ability to analyze data to be able to identify root causes of problems and use it to create or recommend action plans to help improve performance or mitigate identified opportunities.

Process Excellence - Be able to identify gaps in the process and produce ideas that will help it become more efficient & effective using the necessary quality tools to help work on the data that will facilitate the needed change.

Functional Expertise - Function or subject-matter domain expertise. For Operations roles: "Understanding and applying up-to-date knowledge of Uber Operations. Possessing breadth of knowledge of across Ops dynamics, metrics, best practices, and processes at team's disposal for driving business outcomes."

Teamwork - Demonstrates optimism, respects others and works well in a team.

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