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Quality Assurance Manager, Brazil

Community Operations, Global Community Operations em Sao Paulo, Brazil

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.

About the Role

 

We're looking for someone outstanding to help develop our global capabilities related to service quality. Community Operations takes a matrixed approach to customer support, with regional teams responsible for service delivery, and global support teams providing expertise and scale to enable our collective success. This role will be responsible for developing and guiding our capabilities related to strengthening the existing Quality program and collecting, measuring, analyzing and syndicating metrics and insights relating to how our customers feel about the service they receive from Uber. With millions of customers seeking answers to questions about Uber, and tens of thousands of CSRs around the world helping answer those questions, it's imperative that we have the ability to measure and improve the experience our customers are having with Uber, and the impact we are making on their future Uber business.

 

What You’ll Do
  • Develop and implement projects responsible for service quality measurement, assessment and improvement
  • Collaborate effectively with Community Operations regional quality stakeholders and global support teams towards Quality process improvements
  • Augmenting our capabilities around collecting and using quality data and insights, and ensuring that it guides agent coaching, vendor management and business improvement
  • Project manage the build of scalable QA platforms and features for regional business partners to leverage
  • Facilitate design and work with regions to implement actionable feedback loops with which we can encourage continuous improvement
  • Help build material around Quality content management and standard training material

 

What You’ll Need

  • 2 Minimum Years of Experience with Quality Assurance and Project Management, but we'll evaluate candidates with less experience if they meet our other requirements
  • Fluent English and Portuguese 
  • Team management skills are required 
  • Analytical mindset 

 

 

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.


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Na Uber, não só aceitamos as diferenças como também elas são celebradas, apoiadas e aproveitadas para benefício de nossos funcionários, produtos e comunidade. A Uber tem orgulho de ser um local de trabalho com oportunidades iguais e um empregador de ação afirmativa. Estamos comprometidos com oportunidades iguais de emprego, independentemente da raça, cor, ascendência, religião, sexo, nacionalidade, orientação sexual, idade, cidadania, estado civil, deficiência, identidade de gênero ou status de veterano.