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Bilingual Quality Specialist

Community Operations
in Manila, 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 Quality Specialist II, 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 monitoring email and phone responses to ensure the proper mechanics are followed, support offered provides resolution to the rider or driver's issue, and by identifying strengths and weaknesses of individual performers.

What You'll 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/stakeholders 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 You'll Need

  • At least 1 year experience as a quality analyst/ auditor preferred but not required
  • Preference to have come from a customer support background
  • Must be well versed in speaking and writing either of the following: Cantonese, Mandarin, Japanese, Korean
  • Willing to work 40 hours per week with a possibility of having a shifting schedule
  • Experience in creating weekly reports and/or presentations is a plus
  • Ability to work with minimal supervision
  • Proactive in communication

About the Team

Community Operations is pioneering how Uber manages support for our community of rider and driver partner around the globe. Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community's toughest issues types, and provides an environment to pilot support for new products or test new support modalities or processes.

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 600 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 600 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.