Uber Service Team Lead QC 

United States, West Virginia 

205313318

What You Will Do

• Lead, motivate, and develop high-performing teams of auditors within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs).
• Stay present and available for your team; this includes covering the floor, answering questions, and providing real-time feedback.
• Coach auditors and drive performance to provide high-quality results and feedback for customer support agents; identify opportunities for additional training & development.
• Create and distribute reports to QA and COE management; escalate issues to Senior Leadership as necessary.
• Will own and develop initiatives for continuous improvement.
• Identify trending issues head-on and guide auditors to do the same in their daily work.
• Maintain communication and attend sessions with stakeholders (LoB Managers, Program Managers). They will not be owners of the relationship but must be capable of productive interactions.

Basic Qualifications

• Proven ability to lead effectively, develop people to their highest levels of performance, and guide through challenging situations
• Leading by example - maintain a positive, can-do attitude and encourage others to do the same
• Comfortable delivering tough feedback - you’ll need to tune into auditor's performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
• Analytical mindset - ability to dive into data to define areas for improvement
• Exceptional written and verbal communication skills
• Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our riders and driver-partners in a positive way

Preferred Qualifications

• Bachelor's degree or college experience.
• 1-2 years of leadership experience in customer support or quality assurance.

* 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 .