Job Description

Quality Senior Team Lead

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

About the Role

As a Quality Senior Team Lead, you will contribute to Uber's goal of providing world class email and phone support that's as seamless as the ride experience by identifying areas of opportunity and strengths through the Uber quality program. The Quality Senior Team Lead is responsible for supporting 3-4 QA Leads in managing day-to-day activities. He or she will play a vital role in partnering with stakeholders to develop solutions which will improve our riders and drivers' support experiences.

• Team management : Manage administrative functions for team
• TL Coaching : Motivate, develop, and engage Quality Team leads, supporting them in becoming effective leaders
• Alignment Mastery: Conduct Quality Source of Truth reviews (act as calibration gauge)
• Performance management : Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects / initiatives that can help drive world-class customer experience
• Process implementation and change management : Effectively communicate quality processes and changes to relevant stakeholders to ensure understanding and compliance; Track sites compliance to various quality SOPs and requirements
• Stakeholder management: Develop and maintain relationships with a variety of stakeholders, including LOB program managers, team leads, and managers
• Project management: Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, and perform kaizens or continuous Quality process improvements at the COE and/or BPO.

• 2 Minimum Years of Experience with Quality Leadership, Project/change management experience is required
• Intermediate google suite knowledge is preferred
• Specialized knowledge of Quality programs & tools, Writing reports incl. data visualization & commentary

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.

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.