Global Quality Calibration Specialist III

About the Role

Global Quality is working to transform customer experience audit processes through a behavior based program and the introduction of automated measurements. Having a highly calibrated set of effective behavior examples will be critical to delivering on these strategic elements and the 3-5 year vision of the team.

We’re looking for a Global Quality Calibration Specialist to review and score interactions across all lines of business. The individual in this role is detail oriented, a creative problem solver, passionate subject matter expert, and leads through influence. Global Quality Calibration Specialists will thrive in an environment that is ambiguous, fast-paced, and constantly changing. There is often no predefined solution so the ability to invent or modify existing approaches is critical.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

• Perform targeted reviews in order to isolate, label, and store highly effective behavior examples
• Review and provide recommendations for improvements to quality program standards
• Conduct group calibrations requiring subject matter expertise and attention to detail
• Contributes to overall team effort by accomplishing individual tasks to completion
• Maintain focus on data integrity and producing work of the highest quality
• Work with stakeholders across Global Quality and Regional CommOps team
• Identify and promote continuous improvement opportunities in training, process, and policies
• Collaborate seamlessly with diverse teams/ functions to ensure optimal customer interaction outcomes
• Confidently navigate and resolve ambiguity using critical thinking, a customer centric mindset and effective problem solving

---- Basic Qualifications ----

• More than 6 months of experience in one of the following: service quality assurance, compliance, banking, insurance, fraud, consulting or regulated area
• Experience with Google Suite
• Experience presenting information and facilitating meetings
• English business proficiency required

---- Preferred Qualifications ----

• Minimum of 1 year of experience in Quality within the company environment (mandatory).
• Prior experience in service, retail, or customer support for a high-volume, high-visibility organization.
• Exceptional written and verbal communication skills for conducting calibrations and collaborating cross-functionally.
• Ability to manage stakeholders and build consensus across cross-functional teams (e.g., CommOps, Product, Training).
• Demonstrated experience in identifying and presenting observed trends to drive process improvement and policy changes.
• Proven ability to demonstrate a high degree of self-management and thrive in ambiguous environments.
• Proven ability to work in a highly detail-oriented environment, demonstrating a strong focus on data integrity.
• Confident in presenting findings and recommendations to leadership and diverse stakeholder groups.
• Spanish language proficiency is a plus

For Chicago, IL-based roles: The base hourly rate amount for this role is USD$27.25 per hour.

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$25.00 per hour.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

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.