Service Team Lead II (QC)

About the Role

What You'll Do

• Lead, motivate, and develop a successful Sr. Quality Specialist team within a time-sensitive and cross-functional environment
• Serve as the main point of contact to other CommOps teams for all QA programs supported
• Find opportunities to improve quality assurance program effectiveness, in order to drive better customer experience.
• Perform root-cause analysis to understand process, policy and/or agent-driven gaps
• Support strategic projects such as program launch, tooling migrations, people initiatives, reporting improvements, and process standardization
• Liaise with the customer advocacy teams to support execution of process/policy opportunities, and with operation teams to provide feedback on agent-driven opportunities to drive continuous improvement
• Build and distribute reports on business important metrics and QA team performance
• Plan and develop team resources while driving adherence and compliance toward deliverables as assigned to projects.
• Prepare and Present information, Project Updates, Program Health Status and other materials at Monthly Operating Reviews, Company All Hands, Team Meetings and Live Call listenings as required.

Basic Qualifications:

• At least 1 year of experience in Operations (Safety, fraud, customer experience, or risk experience preferred) or in Quality Assurance
• Demonstrated leadership skills with a track record in hiring, developing and retaining high performing talent
• Shown experience leading cross-functional projects and senior stakeholders, powered by data-driven insights
• Ability to use strong analytical, data analysis, and leadership skills to quantify problems and drive solutions
• Mid-Advance Excel/Google Sheets

Preferred Qualifications:

• At least 2 years of experience in Operations (Safety, fraud, customer experience, or risk experience preferred), Quality Assurance or Call Center Operations Experience
• Technical skills: Working Knowledge of Data Analysis and Data visualization, R, SQL, Python, or other scripting languages, Six Sigma yellow or green belt
• Has worked in a startup, building out new processes
• Detail Oriented - Shown ability to multi-task and follow through while paying strict attention to detail
• Skillful - Sharp analytical and project management skills. You also have strong communication skills, including the ability to listen optimally, confidently and diplomatically express opinions, and present effectively to varied audiences
• Creative Problem Solver - You thrive in ambiguous situations and are able provide structure to unique and new challenges
• A Teammate - You collaborate internally or across functional/regional areas to get the best possible outcome for Content
• An Owner - You get things done. You are driven and deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own
• A Partner Manager - Ability to absorb and empathize with all partners. Understand each of their primary goals/motives to ensure that these are considered and communicated effectively
• Positive - An infectiously positive attitude and drive to win; hustle with determination
• Results driven and have a get it done attitude