Regional Quality Assurance Analyst, LATAM Community Operations

MX-DF-Mexico City
Department
Global Community Operations - Community Operations

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 Regional Quality Assurance Analyst will work in our quality assurance team 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 so that Uber as a whole is moving toward a fun and crafted customer experience. . This will be role of delivering 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.

 

Perks

What you’ll do

  • Drive continuous process improvement to deliver an extraordinary experience every time, all the time
  • Be a critical thought partner to Quality Assurance Management in developing an exclusive experience to the customer
  • Develop quality expectations, ensure compliance and establish procedures to ensure all appropriate controls are maintained
  • Generate and coordinate all report generation processes

What you'll need

  • Minimum 1-3 years of experience in customer support strategy or quality assurance
  • An entrepreneur; act like an owner and make decisions as such
  • Self motivated with a strong affinity for problem solving, always challenging the status quo and never settling for how something ‘has always been done’
  • 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
  • Passionate about Uber and moving people in all senses of the word
  • Working knowledge of Microsoft Office (Excel, Word, Access, and PowerPoint)
  • Strong attention to detail and keen on accuracy
  • Excellent listening, interpersonal, written and oral communication skills
  • Logical and efficient, with strong problem solving skills
  • Highly self-motivated and able to work independently with minimal supervision
  • Ability to effectively prioritize and execute tasks while under pressure
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Excellent understanding of the company goals and objectives

Bonus Points if

  • Prior professional experience with process optimization, program management, customer support strategy, or quality assurance
  • SQL knowledge

 

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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