Uber Service Quality Specialist III 

United States, West Virginia 

274671802

• Perform audits or investigations and make recommendations to relevant partners using guidelines
• Complete data and root cause analysis and provide corrective and preventive action items
• Present findings to collaborators at an audit level or in calibration meetings
• Identify and share trends, insights, defects, and areas of improvements to share with stakeholders
• Participate in quality discussions to share best practices with partners, agents, and stakeholders
• Provide subject matter knowledge to teammates
• Follow procedures and process paths to complete key tasks
• Surface defects from audits and work in close association with business partners to improve them
• Lead calibration / alignment sessions of the audits with key stakeholders as well as present findings to the business
• Monitor quality specialist trends metrics and work on metric improvement projects for BPO or COE
• Identify and promote continuous improvement opportunities in coaching, training, process, policies
• Act as subject matter authority of quality process and quality guides

• Minimum of 1 year experience in a quality assurance, data analytics, and/or project management role
• Additionally, a minimum of 1 year of experience in a customer service role

• Experience presenting information and facilitating meetings
• Experience in a attention to detail environment with high diligence and accountability
• Exceptional written and verbal communication skills, with proficiency in project planning and execution
• Passionate about data analysis, focusing on quality improvement, process enhancement, and tool development
• Confidence in communicating findings to upper management and partners
• Proficient in productivity tools, including Google Suite or Microsoft Suite, with the ability to learn various CRM (Customer Relationship Management) and QMS (Quality Management Software) tools
• Proactive approach to overall team and company improvement
• Skilled in being tactical and adapting to ever-changing environments
• Experience leading and moderating meetings with cross-functional collaborators
• Advanced skills in Google Sheets, applying various formulas for raw data analysis
• Willingness to learn and embrace new and upcoming AI (Artificial Intelligence) tools
• Solid understanding of SQL is a plus

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$26.50 per hour.

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$24.25 per hour.