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COE Team Lead I - Quality Assurance

Support Operations, Community Operations
Hong Kong, Hong Kong |
Taipei City, Taiwan (ROC) |
Seoul, Korea, Republic of (South Korea)

About the Role

At Uber, we are all about quality. Providing the best support for customers is a core feature of the Uber product experience. We are looking for an A-list individual to join our efforts.

As a Quality Assurance Team Leader, 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 the Uber quality program. The QA Team Leader is responsible for supporting 6 to 10 QA Auditors in identifying gaps in support responses and customer experience.

What the Candidate Will Do

People Management: End to end managing the Quality team and keeping them motivated for achieving their goals.

Partner Management: Understanding the partner expectation, communicating the requirements, meeting the decided upon goals and establishing the trust.

Quality audits: Perform quality audits for the Quality Team and find out areas of improvement for the team.

Report generation: Build reports on the top error trends and areas of improvement to be shared with the LOB managers.

Defect elimination: Surface defects and work in close association with the Managers and QA team to improve them.

What the Candidate Will Need / Bonus Points

---- Basic Qualifications ----

  • Bachelor's degree
  • 3 to 5 years of customer support operations experience
  • People management experience of at least 3 years
  • Outstanding problem solving skills, strong Excel / data management skills
  • Project management skills
  • People management: Strong managerial and people management skill to handle and support the quality vertical with Quality Operations and Agent Success Team.
  • Problem Solving: Should be a strong problem solver and have good decision making abilities.
  • Partner Management: Building trust with stakeholders would be vital.
  • Positive influencer: A strong Uber culture advocates a strong people's person.
  • Strong analytical skills: A resource person for understanding the trends and information as a result of the quality reviews.
  • Effective and efficient: Proven ability to meet deadlines and a high level of dedication towards deliverables.

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.