Quality Assurance Specialist - UberEats
UberTaibeiUpdate time: July 25,2019
Job Description
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
In this role, you will own the quality process to track quality of support delivered from Business Process Outsourcing(BPOs) partners. You will provide quality insights to enable business deliver better quality of support. You will drive and organize projects to boost customer experience and to improve our support logic and content. The objective is ultimately to improve customer satisfaction and help different teams in the business to reach consistently the best customer support experience.
What You’ll Do
What You’ll Need
- Own quality performance metrics and quality process; set clear targets and action plans to ensure targets are met
- Perform quality audits to identify gaps in support process, training process and policies to provide data-driven insights and ultimately improve customer satisfaction
- Design, optimize and manage UberEats support Content to improve the quality, efficiency and customer experience
- Proactively identify inconsistencies in Content, provide recommendations for updates and ensure consistency across all resources
- Work with external service providers (BPOs) to provide feedback on their team's performance, and create sets of recommendations to improve the performance of agents
- Conduct analysis on data and interactions to surface customer and process insights to drive improvement over time, deliver recommendations to business owners and central teams on policies and process improvements
What You’ll Need
- Quality Management: Passionate to quality control and optimization. Quickly understand how customer support works, spot quality gaps and provide actionable insights. You can measure the performance of own function, set targets and lead to deliver them
- Execution Excellence: Produces high quality work on-time that requires limited re-working or corrections and has the ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
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Communication: Communicates clear and concise thoughts, both verbally and written, and collaboratively with team members and stakeholders
- Customer mindset: You can place yourself in the shoes of our customers and make the best decisions for them, while also balancing against business needs
- A bachelor's degree or equivalent
- Native in Mandarin and proficient in English (spoken and written)
- Experience in managing Quality Assurance
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