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Uber Service Team Lead II QC 
United States, West Virginia 
427359332

26.12.2024

Your Impact In Role

  1. Team management : Manage administrative functions for the team
  2. Performance management : Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects/initiatives that can help drive extraordinary customer experience
  3. Process implementation and change management : Effectively communicate quality processes and changes to relevant partners to ensure understanding and compliance; Track site compliance to various quality SOPs and requirements
  4. Stakeholder management : Develop and maintain relationships with a variety of partners, including LOB program managers, team leads, and managers
  5. Project management : Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, and perform Kaizen or continuous Quality process improvements at the COE and/or BPO

The Experience You'll Bring

  1. Minimum 3 years Quality Assurance and/or People Management experience
  2. Good stakeholder management & people skills
  3. Advanced knowledge in using Google Suite tools
  4. Good-eye in analyzing data
  5. CSAT driven mindset
  6. Basic knowledge in root cause analysis & process improvement
  7. Outstanding written and verbal communication skills
  8. Adept in speaking both Japanese and English (business level)

Preferred Qualifications

  1. Experience in analyzing data & reporting performance
  2. Proactive & able to create SMART action plans to resolve issues
  3. Proactive in thinking about the bigger picture and how we can improve as a team and company
  4. Good amount of experience in maintaining good relationship with multiple stakeholders and/or LOBs
  5. Strategic mindset and ability to plan staffing & productivity for multiple teams

* 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 .