Uber—Service Quality Specialist III

Job description

Description: About the role and team Community Operations at Uber is where real people solve real problems in real time. As a Service Quality Specialist, you will move beyond simple checklists to ensure our support ecosystem remains reliable and effective under pressure. You’ll join a team that values precision and deep subject matter knowledge, working in an environment where the answers aren't always clear and the pace is consistently intense. Success in this role requires a mindset that balances empathy with decisive action. You are hunting for the root causes of friction in our user experience and holding stakeholders accountable for fixing them. If you are a sharp, steady problem-solver who thrives on making sense of complex data and feels energized by the challenge of maintaining high standards in a high-stakes environment, this is where you’ll grow. What you’ll do - Identify patterns, defects, and areas of improvement through root cause analysis, turning raw audit data into actionable insights for business stakeholders. - Lead calibration and alignment sessions with internal teams and external partners to ensure a unified understanding of quality across different regions. - Navigate shifting priorities and evolving policies to provide subject matter expertise that unblocks teammates and improves support processes. - Drive continuous improvement by identifying gaps in coaching, training, and processes, and advocating for changes that reduce friction for both agents and users. - Monitor quality specialist trend metrics and own improvement projects that directly impact the efficiency and reliability of our BPO networks. Basic Qualifications - 1+ year of experience in quality assurance, customer support, or operational auditing. - Proficiency in Google Suite (Docs, Sheets, Slides). - Experience presenting data and facilitating meetings with diverse stakeholders. - High school diploma or equivalent experience. - Strong analytical skills and experience working with data. Preferred Qualifications - Demonstrated ability to stay calm under pressure and make thoughtful decisions in high-ambiguity situations. - Strong systems thinking with experience identifying scalable solutions for complex operational problems. - Exceptional communication skills with the ability to influence stakeholders without direct authority. - Experience working in a fast-paced, global environment with a focus on customer centricity. - Demonstrated expertise or certifications in process optimization methodologies such as Six Sigma, Lean or Project Management.