Service Team Lead I (QC) - Operations and Insights

About the Role

Service Team Lead I (QC) - Operations and Insights

Global Compliance Ops is pioneering how Uber manages safety contacts that contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review. The Team Lead role is one that requires strong subject matter expertise, an eye for continuous process improvement, and strong people management skills. In addition to providing coaching, mentoring, and performance management to the team each week, the person in this role is also responsible for ensuring the team meets their goals and is the main POC when COE QA questions arise.

This role will have a heavy focus on leading people and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally driven individuals.

What You'll Do

1. Lead, motivate, and develop high performing teams of auditors within a time-sensitive and demanding environment to deliver on operational key performance indicators (KPIs)
2. Stay present and available for your team; this includes covering the floor, answering questions, and providing real-time feedback
3. Coach auditors and drive performance to provide high-quality results and feedback for customer support agents; identify opportunities for additional training & development
4. Create and distribute reports to QA and COE management; escalate issues to Senior Leadership as necessary
5. Will own and develop initiatives for continuous improvement
6. Identify trending issues head-on and guide auditors to do the same in their daily work
7. Maintain communication and attend sessions with stakeholders (LoBManagers, Program Managers). They will not be owners of the relationship, but must be capable of productive interactions.

1. B2+ English
2. Proven ability to lead effectively, develop people to their highest levels of performance, and guide through challenging situations
3. Leading by example - maintain a positive, can-do attitude and encourage others to do the same
4. Comfortable delivering tough feedback - you'll need to tune into auditor's' performance, give reinforcing feedback where necessary, and offer critical feedback for growth opportunities as they arise
5. Analytical mindset - ability to dive into data to define areas for improvement
6. Exceptional written and verbal communication skills
7. Optimistic leadership - you have an enthusiastic attitude and are passionate about making magic for our communities. You view every support interaction as a chance to impact our riders and driver-partners in a positive way

1. 1-2 years of leadership experience in customer support or quality assurance