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Service Quality Specialist II

Service Quality Specialist II

Uber

2 - 7 years

5 - 9 Lacs

visakhapatnam

Posted:23 hours ago| Platform:

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Skills Required

qa data analysis compliance data reporting process improvement customer support microsoft csat service quality auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

This role is responsible for identifying gaps in support responses and earner, consumer & merchant 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 the strengths and weaknesses of individual performers.

The ideal candidate is a methodical but creative problem solver 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.

Your Impact in Role:

QA Audits
: Perform targeted quality reviews in order to identify and action on areas of opportunity in the support process
Alignment Compliance
: Consistent attendance to all audit calibration sessions facilitated by the Senior QA to ensure compliance to all QA audit processes that are implemented to the LOBs being supported
Insight Generation
: Proactively identify inaccuracies / inconsistencies in content, provide recommendations for content updates, and ensure alignment & clarity across all resources; also help identify and remove barriers to CSR success wherever they originate (tools, training, resources, etc.)
Special Projects
: As needed, participate in projects (such as special audits or scrubbing for value added insights) that will be implemented by existing or emerging LOBs in partnership with different stakeholders

Basic Qualifications:

Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
Outstanding written and verbal communication skills
Passion for driving quality and process improvement
Confident presenting feedback and findings to partners
Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)

Preferred Qualifications:

2 years overall experience doing QA work for different modalities (voice & non-voice)
Above-average knowledge in using Google Suite tools
Some experience in analyzing data & reporting performance
Experience in working on initiatives related to CSAT
Prod identification knowledge - audits

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Service Quality Specialist II