About the Role
The Team Lead will have to manage a team of ~15-17 Auditors and help them be successful by ensuring behavioral based coaching and feedback mechanisms, with a focus on customer experience and satisfaction, the Team Lead will need to ensure good attendance, performance management, attrition management and high employee satisfaction.
Quality Team with primary focus on Performance management, Stakeholder management and project management
Your Impact in Role:
- You would be managing a team to perform quality audits and find out areas of improvement for the team.
- Here are broad level of details of your responsibilities:
- Monitor and check quality for all the LOBs reporting under you
- Help team deep dive and analyze to find trends and root causes of errors to give feedback on site or agent performance
- Provide quality intelligence to help LOB managers optimize support logic and insights to the training team to bridge the knowledge gap
- Make sure team adheres to the weekly cadences of all the reporting tasks
- Drive CTL process
- Work on CSAT improvement initiatives
- Have a proactive thought process to drive efficiency
- Work in tandem with LOB / QA managers to improve their error rate for better feedback mechanism
- Collaborate with program teams for standardized and scalable process
- Identify root causes and improvement opportunities in training, process and policies
- Collect and present data to management and Regional CommOps in reports and weekly business reviews
- Provide support in setting up QA process for new LOB launch
- Dedicatedly lead and guide team with project initiatives for quality improvement and process optimisation
The Experience You'll Bring:
- 2+ years work experience in the relevant domain
- Strong analytical and communication skills
Preferred Qualifications:
- Quality knowledge is preferred
- Open to work in 24X7 support
- Proven ability to meet deadlines and a high level of commitment towards deliverables
- Project management
- Stakeholder management
- Performance 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.