Service Quality Specialist II - Cantonese Speaking
Uber
- Taipei City
- Permanent
- Full-time
- Monitor and check quality and CSAT for email, phone support, or back-office support for assigned to different LOB/s in the region
- Maintain focus on data integrity and producing work of the highest quality
- Contribute to alignment/calibration sessions with reviewers and team/stakeholders and discuss steps to ensure consistent alignment scores
- Become an "expert" on support processes and make recommendations towards next steps based on rider and partner satisfaction
- Identify and promote continuous improvement opportunities in training, process and policies
- Identify and remove barriers to agent success wherever they originate (tools, training, etc)
- Deep dive and analyze to find trends and root causes of errors to give feedback on agent performance
- Provide quality intelligence to help Team Leads close loops with agents
- 1 - 2 years experience in customer service or QA role
- Bachelor's degree preferred
- Fluency with both English and Cantonese
- Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
- Self-motivated and reliable to meet deadlines
- Creative / Proactive in thinking about a bigger picture and how we can improve as a company
- Proven ability to work in a fast-paced team setting
- Proficiency in Spreadsheet
- SQL and data analysis skills are a plus
- Project Management experience
- BPO Experience