Job Description

At Lyft, community is who we are, it’s what we do, and it’s what makes us different. To create the best ride for all, we start in our own community, by creating an open, inclusive and diverse organization where all team members belong.

As an expert in a specific area such as Driver, Passenger, or Safety, the Senior Support Quality Specialist will work to drive improvement within Lyft’s customer and associate experiences. This team member will represent Quality across Lyft’s on- and off-shore Customer Experience and Trust (CET) teams and will report directly to the Support Quality Team Lead. The ideal candidate is a thorough and self-motivated individual who can partner with diverse stakeholders to deliver transformative insights within specific areas of the business.

Responsibilities:

• Serves as an expert in designated area. Leverages Quality data and existing Customer Experience & Trust metrics to proactively anticipate future pain points in order to provide targeted, measurable, and transformative insights to stakeholders.
• Facilitates targeted change implementation and drives continuous improvement within designated area of focus.
• Coaches and mentors Quality team members in deep dive preparation and prioritization in order to solve across a variety of perspectives, leverage multiple data sources, and synthesize work across the team.
• Drives cross-team and organizational improvement by seeking ways to actively identify opportunities for improved insights or efficiencies. Partners with other Senior Specialists to lead the Quality team in optimization of existing Quality processes.
• Manages calibration strategy across all internal and partner stakeholders in order to ensure audit precision and accuracy within designated area. Guides Quality Specialists in calibration preparation, facilitation, strategy, and improvement.
• Holds partner Quality teams accountable to accuracy of Quality evaluations and findings. Travels to on- and off-shore partner sites as needed.
• Collaborates with partner site QA teams and assists with the implementation and training of Quality processes at partner locations.
• Manages and leads behavioral assessment calibrations with external partner sites and Lyft HQ leadership to ensure accuracy of evaluations and consistency in scoring. Guides leaders to correct score, monitors inconsistencies in scoring justification, and measures variation.
• Monitors leadership behavioral scoring accuracy for bias and inconsistencies. Reports findings to senior leadership and escalates issues as needed.Serves as a leader and resource to other members of the Quality team. Leads projects as needed.
• Works and prioritizes autonomously, comfortably, and with minimal oversight. Adapts quickly to new processes or changes in workflow.
• Exhibits exceptional written and verbal communication skills.

Experience:

• 3+ years of customer service experience
• 2+ years of support center or customer service quality auditing experience strongly preferred
• Undergraduate degree or equivalent preferred
• Foreign travel (up to 20%) may be required
• Alignment with Lyft’s Core values: Make it Happen, Uplift Others, and Be Yourself
• Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively
• Exceptional listening, written, and oral skills in English
• A passion for quality assurance and creating great customer experiences
• Experience and comfort with generating high-level data reports and summaries
• Extensive experience using CRM tools, QA software, and Google Apps, especially Google Sheets
• Minimum of intermediate-level analytical skills. Comfortable working with and synthesizing large quantities of data
• Self-motivated with a drive for excellence
• Develop and adapt work approach based on needs of stakeholders

Benefits:

• Great medical, dental, and vision insurance options
• In addition to 11 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Monthly commuter subsidy to cover your transit to work
• 20% off all Lyft rides

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.