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Service Quality Specialist Iii

4 months ago

Phoenix, United States Uber Full time

**About the Role***

We're looking for a Senior Quality Specialist to join the Service Quality Team to lead projects, develop processes, and provide support to our partners across the world. The Service Quality Specialist role requires strong attention to detail, a passion for process improvement, and the ability to run projects from start to finish.

**What You'll Do**
- Perform audits or investigations and make recommendations to relevant partners using guidelines
- Complete data and root cause analysis and provide corrective and preventive action items
- Present findings to collaborators at an audit level or in calibration meetings
- Identify and share trends, insights, defects, and areas of improvements to share with stakeholders
- Participate in quality discussions to share best practices with partners, agents, and stakeholders
- Follow procedures and process paths to complete key tasks
- Surface defects from audits and work in close association with business partners to improve them
- Lead calibration / alignment sessions of the audits with key stakeholders as well as present findings to the business
- Monitor quality specialist trends metrics and work on metric improvement projects for BPO or COE
- Identify and promote continuous improvement opportunities in coaching, training, process, policies

**Basic Qualifications**
- Minimum of 1 year experience in a quality assurance, data analytics, and/or project management role
- Additionally, a minimum of 1 year of experience in a customer service role

**Preferred Qualifications**
- Experience presenting information and facilitating meetings
- Experience in a attention to detail environment with high diligence and accountability
- Exceptional written and verbal communication skills, with proficiency in project planning and execution
- Passionate about data analysis, focusing on quality improvement, process enhancement, and tool development
- Confidence in communicating findings to upper management and partners
- Proficient in productivity tools, including Google Suite or Microsoft Suite, with the ability to learn various CRM (Customer Relationship Management) and QMS (Quality Management Software) tools
- Proactive approach to overall team and company improvement
- Skilled in being tactical and adapting to ever-changing environments
- Experience leading and moderating meetings with cross-functional collaborators
- Willingness to learn and embrace new and upcoming AI (Artificial Intelligence) tools Solid understanding of SQL is a plus