About the Role
We're looking for interested candidates to join the Operations & Insights team to help drive and organize projects to improve customer satisfaction and help the different teams in the business reach a world-class customer support experience. The role is one that requires strong attention to detail, an eye for continuous process improvement, and the ability to define correct processes and procedures.
We need someone that is a methodical but creative thinker, who has a love of large multi-partner initiatives that require them to innovate, influence, and think both strategically and tactically. The individual must thrive in the type of environment that is ambiguous, fast-paced, and constantly changing. Many of the problems and challenges we face have no textbook solution, so the ability to invent is critical.
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Your Impact In Role
As an Auditor / Review agent, you will be tasked:
- To perform review on urgent safety reports across different categories (Sexual Assault & Sexual Misconduct, Theft Robbery & Physical Altercation, Motor, Food Safety, Deactivations, and Serious Interpersonal Conflict)
- To perform review of appeals from deactivated drivers
- To utilize all available resources such as Help Center & Taxonomy
- To provide feedback & recommendations for process & resource for improvement
- Work with the team through collaboration towards meeting individual & team goals
- Efficiently complete all daily priorities
BAU:
- Daily completion of tasks from Production audits and/or adhoc tasks
- Complete Inter Agreement audits biweekly
- Meet 100% commitment weekly on strategic projects for completed audit
- 100% daily adherence to NICE and daily agenda set by Team Leads
- Complete bi-weekly Reflection Tool
Shift Requirement:
7AM - 4PM Weekdays with 1 or 2 Weekends Off e.g. 7AM - 4PM shift Tue-Sat Off
The Experience You'll Bring
- Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
- Ability to drive quality improvement, process improvement, and tool enhancements
- Exceptional written and verbal communication skills
- Creative / Proactive in thinking about a bigger picture and how we can improve as a company
- Ability to work cross-functionally with other departments
Preferred Qualifications
- Specific examples of the necessity of paying attention to detail
- Specific examples of articulating noticed trends to drive change
- Experience manipulating and synthesizing data, preferred experience in Google Sheets
- Confident presenting findings to upper management
- Minimum 1-year experience in customer service or QA role
- Minimum 1-year of Safety Audit and Safety Data experience
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.
*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 accommodations@uber.com.