Quality Assurance Lead
About Uber
We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.
About the Role
The Global Public Safety team's mission is to drive community safety, safeguard our data, and deliver actionable insights through market-leading engagement with public safety agencies.
As the Global Quality Assurance lead (QA), you will lead a specialized team within the Governance, Risk and Compliance (GRC) function. Your team is the essential "second line" of defense for our law enforcement response operations. You will oversee the quality and compliance of a high-volume operation where over 100 team members process 70,000 to 80,000 requests annually. This role is critical in ensuring that every manual review-from contact authentication and legal validation to data investigations and safety assessments-meets our rigorous standards for data privacy and legal compliance.
What the Candidate Will Do
- Lead & Develop: Manage and mentor a global team of QA analysts, fostering a culture of excellence and career development.
- Establish QA Frameworks: Design and implement the operational infrastructure that can deliver objective, calibrated, high performance QA, including playbooks, ticket selection methodologies, tracking systems, and automated dashboards.
- Ensure Compliance: Oversee quality assurance checks to ensure all disclosures to government agencies align with global PSRT policies and playbooks and regional requirements.
- Drive Operational Excellence: Identify process, policy, and technical gaps; propose and implement solutions that uplevel the entire Public Safety organization.
- Stakeholder Feedback: Deliver objective results and corrective action plans to PSRT Operations Managers, providing agent-level feedback and strategic operational insights as well as the central operational development team, data investigations team, technology team and policy leads to support operational excellence.
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- Benchmarking & Reporting: Establish objective performance benchmarks and balanced scorecards to ensure Uber remains an industry leader in both quality and rapid delivery.
- Training & Mentorship: Deliver individual and team training based on QA findings to mitigate future risks.
Basic Qualifications
- Experience: 6+ years of relevant work experience, preferably within a law enforcement response operations role or a similar high-volume risk/legal operations role.
- Management: 2-4 years of direct people management experience.
- Education: Minimum Bachelor's degree.
- Technical Proficiency: Advanced skills in SaaS platforms (specifically Salesforce and Jira) and Google Suite.
- Regulatory Knowledge: Thorough understanding of data protection legislation and the handling of confidential information.
Preferred Qualifications
- Subject Matter Expertise: Deep experience in law enforcement operations, legal process validation, or criminal/administrative investigations.
- Strategic Risk Management: Ability to harness large data sets to provide strategic insights into operational risk, "sizing" problems, and presenting realistic solutions.
- Certification: IAPP Certification (CIPP/E, CIPP/US, etc.) for the applicable region.
- Analytical Skills: Experience with data visualization tools and the ability to interpret data tables.
- Communication: Proven ability to communicate complex ideas and concepts into easily understood documentation for senior management.
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- FSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Pet-friendly Office
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Company Equity
- Performance Bonus
Professional Development
- Work Visa Sponsorship
- Associate or Rotational Training Program
- Promote From Within
- Mentor Program
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program