Quality Assurance Manager - EMEA Community Operations- Cracow

Employer: UBER
Domain:
  • Others
  • Job type: full-time
    Job level: > 5 years of experience
    Location:
  • Abroad
  • Updated at: 21.02.2018
    Short company description

    Uber is a technology company. We make a smartphone app that provides users with an on-demand, private car service that takes them safely and smoothly to where they need to go, in dozens of countries and hundreds of cities around the world - at the push of a button.

    Requirements



    WHAT YOU’LL NEED

    BA/BS/Masters in Economics, Business, Engineering, Computer Science, or other fields with quantitative focus
    4-5+ years of operational / management / quality / analytical or related experience; analytics or operations experience at a high-growth company is a plus
    Exceptional Excel / data management skills and the understanding that there’s always more to learn



    WHAT YOU HAVE:



    A self starter attitude- You are ready for the autonomy that comes with building things from scratch within Uber, which includes defining the roles and responsibilities, goals and metrics, and processes within that team. You recognize that not every situation has a playbook, and are ready to face new problems and think of solutions independently.
    An anaytical mindset
    A team player attitude- You aren’t scared to collaborate across function or region to get the best possible outcome for your content.
    Natural curiosity - You love learning and are invested in making our Community Operations Learning org successful through laying a strong foundation for our Community Support teams.
    Speed, resourcefulness and a go getter attitude.
    Ownership - You get things done. Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.
    Motivated - You understand the impact of a highly satisfied, excited team of users, and are passionate about grinding away at issues.
    Service orientation - As the voice of Uber to thousands of users, you’ll use this opportunity to make evangelists out of our toughest critics. Your efforts will create more reasons for people to use Uber and to continue to trust us to get them where they need to go.

    Responsibilities

    Managing the Center Of Excellence Quality Audit Processes and manage a team of Quality Auditors performing quality assurance audits
    Performing root-cause analysis on some specific customer issues to understand what we can do better and improve customer support
    Liaise with Uber internal teams in the different markets supported by the Center Of Excellence in order to give feedback on what processes can be improved in order to increase the quality of our support
    Liaise with the Center Of Excellence internal management teams in order to provide feedback on Agents Performance and help provide coaching to increase their individual performance
    Liaise with our external providers teams (BPOs) to provide feedback on their teams performance, and create sets of recommendations to improve the performance of their agents
    Liaise and report to the Product teams based on the root-cause analysis results to surface product issues and create sets of recommendations on product improvement based on customers feedback
    Create and update reports to provide insights to other teams in the business on what is causing customer pain and how we can improve the product experience

    Other info

    Uber is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Uber does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.