Service Quality Specialist II

2 weeks ago

Taguig, National Capital Region, Philippines Uber Full time

#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 an outstanding 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

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.

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

The Experience You'll Bring:

  • 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
  • Flexible and adaptable to change

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.

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.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to


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