Quality Assurance Manager

Uber Overview

At Uber, providing world-class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn’t easy – it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

We’re looking for a Quality Assurance Manager who will lead our quality assurance efforts for our US Centers of Excellence (COE). Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. You will be responsible for ensuring that quality improvement feedback is consistently available to COE Managers so that Uber as a whole is moving toward an enjoyable and effortless customer experience. This role will report to the Regional Quality Assurance Manager for US and Canada. This will be a managerial role with a heavy focus on people management, delivering against KPI goals, and continuing process improvement with use of data analytics; those interested should be excited to demonstrate those skills and eager to lead.

Job Description

What you’ll be doing:

  • Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs
  • Analyze the performance of your teams and provide constructive feedback to Audit Leads on a consistent basis
  • Be a Subject-Matter Expert (SME) on your team’s processes and policies
  • Responsible for identifying trends with respect to team’s’ performance and overall support quality
  • Drive continuous process improvement to deliver a world-class experience every time, all the time
  • Be a critical thought partner to COE Management in developing a best-in-class experience to the customer

Here are the kinds of skills we’re looking for:

  • Proven business leader with 3+ years of experience in customer support strategy or quality assurance and previous people manager experience
  • Experienced team leader with a track record for attracting and developing strong talent, and building high performing teams
  • An entrepreneur; act like an owner and make decisions as such
  • Self motivated with a strong affinity for problem solving, always challenging the status quo and never settling for how something ‘has always been done’
  • Demonstrated success in using data to make customer-obsessed decisions and drive behavior change in support organizations
  • Exceptional written and verbal communication skills across multiple functions/teams
  • Obsessed with Uber and moving people in all senses of the word
  • Prior professional experience with process optimization, program management, customer support strategy, or quality assurance
  • 15% domestic travel required

Perks

PERKS

  • Employees are given Uber credits each month
  • Ground floor opportunity with the team; shape the strategic direction of the company
  • The rare opportunity to change the world such that everyone around you is using the product you built. We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated co-workers in a fun office environment

Meet Some of Uber's Employees

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