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Quality Analyst

Community Operations
in Tokyo, Japan

About the Role

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 Quality Specialist, you will contribute to Uber's goal of providing world class email and phone support that's as seamless as the ride experience by identifying areas of opportunity and strength through consistent ticket review. The Quality Specialist II is responsible for identifying gaps in support responses and rider/partner experience. How? By supervising email and phone responses to ensure the accurate mechanics are followed, support offered provides resolution to the rider or driver's issue, and by identifying strengths and weaknesses of individual performers.

What the Candidate Will Do

Monitor and check quality for email or phone support for assigned LOB/s or region

Maintain focus on data integrity and producing work of the highest quality

Contribute to alignment/calibration sessions with reviewers and team/partners and discuss steps to ensure consistent alignment scores

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 CSR 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

Provide quality intelligence to help Team Leads close loops with COSes

What the Candidate Will Need / Bonus Points

---- Basic Qualifications ----

Communication: Strong verbal communicator and able to interact with many types of partners; demonstrates an ability to set clear expectations and communicate status to customers, colleagues, management

Problem-Solving: Quickly able to problem solve and troubleshoot; thinks critically about issues presented; comfortable with on-the-fly fare calculations, etc.

Customer-Service Mentality (Customer Obsession): Demonstrates a customer-focused attitude toward solving problems; understands the importance of creating a world-class customer support experience

Comfort with Ambiguity: Motivated and able to operate with minimal oversight, comfortable navigating new and challenging situations/processes; displays emergent leadership.

  • At least 1 year of work experience
  • Must be proficient in speaking and writing Japanese
  • Willing to work 40 hours per week with a possibility of having a shifting schedule
  • Ability to work with minimal supervision
  • Proactive in communication

Bonus Points

  • At least 3 years experience as a quality analyst/ auditor preferred but not required
  • Preference to have come from a customer support background
  • Experience in creating weekly reports and/or presentations is a plus

About Uber

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.