Program Specialist, Global Service Qualitiy
- Uber
- 2 - 3 years
- Hyderabad
- 3 years ago
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Job Description
What the Candidate Will Do:
- Understand and prioritize the needs of partners to ensure that service quality programs are achieving maximum impact
- Manage, support and monitor various global projects, across multiple teams dealing with e.g. quality and service improvements, creating and improving capabilities, data analytics, deployments, program launches, people initiatives, reporting improvements, process standardization and keeping track of plans, quality and timelines for such activities
- Maintain & improve critical pieces of program documentation such as contact evaluation guidance, self-service guides & FAQs for common needs and troubleshooting, ongoing communications, and more.
- Help stakeholders utilize scaled service quality evaluation methodologies to detect, diagnose, and remediate any issues that inhibit customer satisfaction
- Partner with colleagues on the service team to help stakeholders understand how effectively Uber is serving its customers across all critical dimensions: delivery site, modality, contact type, and more.
- Problem solve. We're faced with new and interesting problems that need solved every single day. Identify and implement short-term solutions in a timely manner, while helping define the long-term solution.
- Help conceptualize and work through end to end programs right through ideation, execution and closure of priority programs
- Help troubleshoot and resolve bugs identified by end users
- Estimate work efforts, define milestones and handle resources accordingly, while driving adherence and compliance with deadlines on deliverables as assigned to projects
Basic Qualifications:
- Problem solver - able to work within an ever-changing data environment
- Organized and possess a lot of drive to continuously improve processes to support people
- Very strong attention to detail , excellent communication skills
- 2-3 years of program management, project management, or related field experience
- Proven prioritization skills
- Flexible - able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
- Demonstrates familiarity and comprehension with basic Quality and BPO terminology, metrics, processes, and frameworks
What the Candidate Will Do:
- Ability to derive insights from data and use data to inform decisions
- Intermediate excel / data analysis skills
- Prior experience in operations, Quality or customer support functions
- Working knowledge of SQL
Job Classification
Industry: InternetFunctional Area: Other, Role Category: OtherRole: OtherEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Doctorate Not RequiredContact Details:
Company: UberLocation(s): Hyderabad
Keyskills: BPO Data analysis Customer satisfaction Project management Manager Program Management Customer support Data analytics quality operations Service quality SQL
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