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Bilingual Quality Assurance Specialist (Reviewer) - Phoenix (Spanish/English)

Community Operations
in Phoenix, Arizona

About the Role

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. We're looking for a Bilingual Quality Specialist, to join the Service Quality Team in Phoenix, Arizona (201 E. Washington St) to contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review.

The Bilingual Quality Specialist is responsible for identifying gaps in support responses and rider/partner experience. How? By evaluating customer support contacts to ensure the support offered provides resolution to the customer's issue, the proper mechanics are followed, and by identifying strengths and opportunities of individual performers.

The ideal candidate is a methodical but creative thinker who has a passion for process improvement. The team member must thrive in the type of environment that is ambiguous, fast paced, and where the only thing that is consistent is change. Many of the challenges we face have no textbook solution, so the ability to invent is critical.

What You'll Do

  • Perform targeted quality reviews in order to identify and action on areas of opportunity in the support process
  • Be a champion of the Service Quality program by driving education on service quality metrics and processes
  • Identify and promote continuous improvement opportunities in training, process and policies
  • Proactively identify inconsistencies in content, provide recommendations for content updates, and ensure consistency across all resources
  • Identify and remove barriers to CSR success wherever they originate (tools, training, resources, etc.)
  • Maintain focus on data integrity and producing work of the highest quality
  • This position will be supporting a safety line of business greater than 50% of the time. In this role you will be exposed to highly charged materials and are eligible for a 10% hourly rate differential

What You'll Need

  • Fluency in Spanish language (both verbal and written)
  • Minimum 1 year of experience in customer service or quality assurance role
  • Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
  • Exceptional written and verbal communication skills in both English and Spanish
  • Passion for data analysis and the ability to drive quality improvement, process improvement, and tool enhancements
  • Confident presenting findings to upper management
  • Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (excel, PowerPoint)
  • Proactive in thinking about the bigger picture and how we can improve as a team and company

Bonus Points If:

  • Bachelor's degree or college experience
  • Specific examples of how you managed stakeholders
  • Specific examples of how you initiated a project and saw it through from beginning to end

About the Team

The quality team is dedicated to providing world-class customer support to customers of all Uber products. Uber relies on the quality team to measure the consistency of our support across all languages, modalities, and issue types.

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.