Uber Insights Program Specialist 

United States, West Virginia 

552311532

What you will do?

• Assuring a high quality review process for LatAm’s different methodologies on new and continued improvement regional initiatives, performing E2E deep dive analysis.
• Become an "expert" on support processes and make recommendations towards next steps based on customer satisfaction and improvements on the operational processes.
• Identify root causes and find critical areas to promote improvement internal opportunities as well as in training, process and policies.
• Gather key insights from processes to recommend quality improvements and make key business and product decisions.
• Provide quality intelligence to help stakeholders close loops and provide the best support to our customers
• E2E Methodology to guarantee also an agent customer satisfaction, making sure the tools, policies, channels they are using are efficient to provide a world class support.
• Stay present and available for the team and stakeholders to clarify and answer questions about the programs in the corresponding shift assigned to the position.
• Ensure the program efficiency and quality of information delivered to our stakeholders with actions such as channels monitoring, outages management, shadowing, insights, round table with operations COE and BPO etc.
• Act as a Subject Matter Expert Identifying trending issues and guide the team on any improvement detected.

Basic qualifications

• English proficiency.
• Understanding of the customer support environment.
• Customer Centric mindset – Able to connect how customers are impacted as a result of gaps in processes
• Exceptional reading comprehension and writing skills — must be able to connect what users are asking for with answers to their issues.
• Exceptional communication skills – Must be able to keep all parties well informed around the program’s status
• Passion for helping others and creating support experiences that exceed customer expectations.
• Ability to provide actionable qualitative feedback with quantitative data.
• Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users.
• Ability to analyze data and present findings coherently and confidently.
• Ability to lead and organize non-direct reports in order to ensure projects flow smoothly and all required tasks are completed.
• Intermediate Excel knowledge.

Preferred Qualifications

• Degree in Business Administration or Engineering (or Currently pursuing).
• Knowledge on Quality tools (Six Sigma) and/or CX
• SQL

* 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 .