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Service Quality, Risk, and Compliance Specialist III - ANZ Sales Support

Support Operations, Community Operations
in Taguig City, Philippines

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 Service Quality, Risk, and Compliance Specialist III for Sales Support, you will contribute to Uber’s goal of providing world-class customer sales support by identifying areas of opportunity and strength through consistent ticket review. The Service Quality, Risk, and Compliance Specialist III is responsible for identifying gaps in sales interaction, providing feedback to the team, and engaging in cross-functional teams and partners, to boost response rates, conversion, and overall sales metrics.

What You Will Do:

  • Communication:

Facilitate alignment and calibration sessions with the team and partners to discuss quality opportunities and ensure alignment to Sales guidelines.

Support call objection by providing creative recommendations for interaction handling.

Conduct audit reviews to ensure compliance and consistent Quality scores.

  • Problem Solving and Negotiation:

Monitor and check the quality of email, phone, and other support modalities, to identify gaps in the agent response process, logic, policies, and other resources. Address these gaps by collaborating with the team and providing actionable recommendations and creative solutions to resolve issues.

Contribute in action planning through data gathering, research, and deep dive analysis.

  • Business, Product & tools acumen:

Act as Subject matter expert for the line of business.

Provide support for metrics improvement.

Discuss disputes and appeals to arrive at a resolution and process capability review.

Manage projects targeted towards improving quality.

  • Teamwork & Collaboration:

Support the LOB in their Quality performance through team syncs.

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

Act as TL support for feedback and agent development.

  • End to End Sales Cycle:

Provide expertise in the process flow and help create, roll out and implement quality process updates for pilot and ongoing business.

Oversee sales conversation structures including but not limited to rapport building, conversion, upsells, handling objections, etc.

Support team in validating quality results with the Sales performance indicators.

What You Will Need

Basic Qualifications

Sales experience is a must! 2+ years experience in Inbound or Outbound sales.

1 – 2 years experience in customer service or QA role.

Experience working in a highly detail-oriented environment, demonstrating a high degree.of diligence and accountability.

Self-motivated and reliable to meet deadlines.

Creative / Proactive in thinking about a bigger picture and how we can improve as a company.

Proven ability to work in a fast-paced team setting.

Bonus Points

Bachelor's degree preferred.

Proficiency in productivity tools and office suite.

Ability to work cross-functionally with other departments.

Confident in presenting findings to upper management.

Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements.

About Uber

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company’s discretion.

  • 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 accommodations@uber.com.

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We’ve grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

Uber is committed to a safe workplace.  We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines.  Workplace safety remains our number one priority.  As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company’s discretion.

\* 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 accommodations@uber.com.


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