Job Description

The Team Lead will have to develop 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 happiness.

Quality Team with a primary focus on Performance management, Stakeholder management, and project management.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

• Lead, empower, and develop hard-working teams within a time-sensitive and fast paced environment to deliver on operational key performance indicators (critical metrics)
• Stay present and available for your team (~15-17 representatives); this includes covering the floor, answering questions, hosting at least a monthly 1-on-1 meeting, and providing real-time feedback
• Supervise and check quality for assigned LOB/ region
• Investigate and analyze to find trends and root causes
• Provide quality intelligence to help LOB managers optimize support logic and insights to the training team to bridge the knowledge gap
• Report on weekly quality metrics
• Work in tandem with LOB / QA managers to reduce their error rate
• Collaborate with APAC AST team for standardized and scalable process
• Liaise with various lines of businesses and regions to calibrate audits, implement standard processes and drive performance improvements
• 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
• Mentor the team on Quality tools
• Provide support in setting up QA process for a new launch in BPOs / COEs
• Proactively project management initiatives for quality improvement and process optimization

---- Basic Qualifications ----

Get ahead: Uber moves fast, and runs lean. You're flexible, adventurous, and never satisfied with the status quo. You have no problem stepping on other people's toes if it means pushing for the right idea that will help build exciting experiences for our users across the globe

Ownership: You get things done. Hard-working, resolved, and daring, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You don't wait around for other people to tell you what to do and have the initiative to solve problems on your own.

Leadership: You're a hard-working people manager that can mentor and guide your own team to deliver outstanding support day in and day out. There will be tough problems to solve but your team should feel ready and prepared to address anything that comes their way.

Service Orientation: As the voice of Uber to thousands of users, you'll use this chance to create evangelists out of our toughest haters. Your efforts will build more reasons for people to use Uber and to continue to trust us to get them where they need to go

Excellent Interpersonal Skills: The ability to speak, read, and write fluently in English is critical as you act as the voice of Uber to thousands of our users and communicate your ideas to internal team members

Strong customer service and administrative experience; very technically savvy.

Good coaching, mentoring leadership skills

Excellent stakeholder management

2+ years work experience in the relevant domain

Open to work in 24X7 support

Strong analytical skills

---- What the Candidate Will Do ----

Bachelor's degree

Expertise in working on the relevant LOB

At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.

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.

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.

Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires* or recommends employees be vaccinated to access any of our facilities; this is subject to change solely at the Company's discretion.

• 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

.