Client Description
At Uber, we are all about quality. Providing the best support for riders & partners is a core feature of the Uber product experience. We are looking for an A-list individual to join our efforts.
As a Service Quality Specialist, you will contribute to Uber's goal of providing world-class email and phone support that's as seamless as the ride and food delivery experience by identifying areas of opportunity and strength through consistent task review. The Service Quality Specialist II is responsible for identifying gaps in support responses and customer experience. How By monitoring task completion to maintain business flow; monitoring email and phone responses to ensure the proper mechanics are followed; support offered provides resolution to the rider or driver's issue; dissatisfaction reasons are identified; and by identifying strengths and weaknesses of individual performers.
Candidate Profile
- 1 2 years experience in customer service or QA role
- Bachelor's degree preferred
- Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
- Proven ability to work in a fast-paced team setting
Responsibilities
- Monitor and check quality and CSAT for email, phone support, or back-office support for assigned to different LOB/s in the region
- Maintain focus on data integrity and producing work of the highest quality
- Become an expert on support processes and make recommendations towards next steps based on rider and partner satisfaction
- Identify and promote continuous improvement opportunities in training, process and policies
- Identify and remove barriers to agent success wherever they originate (tools, training, etc)
- Deep dive and analyze to find trends and root causes of errors to give feedback on agent performance
