Quality Assurance Manager, LATAM Community Operations

8 months ago
MX-DF-Mexico City
Global Community Operations - Community Operations
MX-DF-Mexico City
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL

Uber Overview

About Uber


We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.


And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.


Job Description

About the Role


The Quality Assurance Manager will lead our quality assurance efforts for our LATAM Centers of Excellence (COE). Uber COEs are contact management centers dedicated to providing an elite customer support to riders and drivers. You will be responsible for ensuring that quality improvement feedback is consistently available to COE Managers so that Uber as a whole is moving toward a fun and crafted customer experience. This will be a managerial role with a heavy focus on people management, delivering against key performance indicator goals, and continuing process improvement with use of data analytics; those interested should be excited to demonstrate those skills and eager to lead.



What You’ll Do


  • Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational metrics
  • Analyze the performance of your teams and provide constructive feedback to Audit Leads on a consistent basis
  • Be a Subject-Matter Guide (SME) on your team’s processes and policies
  • Responsible for identifying trends with respect to team’s’ performance and overall support quality
  • Drive continuous process improvement to deliver an extraordinary experience every time, all the time
  • Be a critical thought partner to COE Management in developing an exclusive experience to the customer

What You’ll Need


  • Validated business leader with minimum 5 years of experience in customer support strategy or quality assurance and previous people manager experience
  • Experienced team leader with a track record for attracting and developing strong talent, and building high performing teams
  • An entrepreneur; act like an owner and make decisions as such
  • Self motivated with a strong affinity for problem solving
  • Demonstrated success in using data to make customer-obsessed decisions and drive behavior change in support organizations
  • Extraordinary written and verbal communication skills across multiple functions/teams
  • Prior professional experience with process optimization, program management, customer support strategy, or quality assurance

Bonus Points if


  • Master Degree
  • Experience working in BPO companies


About the Team


At Uber, providing extraordinary customer support to riders and driver partners is a core feature of our product experience. The Community Operations Team is pioneering how Uber manages rider and driver support around the globe during our most critical incidents and accidents. Delivering this support isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.


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