Service Quality Specialist II - Cantonese Speaking

Uber

  • Taipei City
  • Permanent
  • Full-time
  • 13 days ago
As a Service Quality Specialist II, you will contribute to Uber's goal of providing world-class email and phone support that's as seamless as the ride and food delivery experience by identifying areas of opportunity and strength through consistent task review. The Service Quality Specialist II is responsible for identifying gaps in support responses and customer experience. How? By monitoring task completion to maintain business flow; monitoring email and phone responses to ensure the proper mechanics are followed; support offered provides resolution to the rider or driver's issue; dissatisfaction reasons are identified; and by identifying strengths and weaknesses of individual performers.Your Impact In Role
  • 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
The Experience You'll Bring
  • 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
Preferred Qualifications
  • SQL and data analysis skills are a plus
  • Project Management experience
  • BPO 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 .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, Veteran Status, or any other characteristic protected by law.

Uber