【About the Role】

At Uber, we are all about quality. Providing the best support for riders & partners is a core feature of the Uber product experience. We are looking for an A-list individual to join our efforts.

As a Service Quality Specialist, you will contribute to Uber's goal of providing world-class email and phone support that's as seamless as the ride and food delivery experience by identifying areas of opportunity and strength through consistent task review.

【Responsibilities】

You are responsible for identifying gaps in support responses and customer experience. How? By monitoring task completion to maintain business flow; monitoring email and phone responses to ensure the proper mechanics are followed; support offered provides resolution to the rider or driver's issue; dissatisfaction reasons are identified; and by identifying strengths and weaknesses of individual performers.

- Monitor and check quality and CSAT for email, phone support, or back-office support for assigned to different LOB/s in the region

監督並檢視電子郵件、電話及後勤支援品質，確保顧客滿意度

- Maintain focus on data integrity and producing work of the highest quality

確保數據正確性，並持續提供高品質的工作成果

- Become an "expert" on support processes and make recommendations towards next steps based on rider and partner satisfaction

熟悉並精通支援流程，能依據顧客反饋提出優化建議

- Identify and promote continuous improvement opportunities in training, process and policies

持續發掘並推動在訓練、流程及政策上的改進機會

- Identify and remove barriers to agent success wherever they originate (tools, training, etc)

主動辨識並排除影響客服人員表現的因素（如系統工具、訓練資源等）

- Deep dive and analyze to find trends and root causes of errors to give feedback on agent performance

透過數據分析找出趨勢與根本原因，並提出具體改善建議

【We are looking for】

- 1~2 years experience in customer service or QA role

- Ability to work cross-functionally with other departments

- Passion for data analysis and the ability to drive defect reduction, process improvement, and tool enhancements