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Service Quality Specialist



Quality Assurance
Tokyo, Japan
Posted on Wednesday, May 1, 2024

Service Quality Specialist

Community Operations
in Tokyo, Japan

About the Role

We are looking for a QA Specialist to join the Service Quality Team to contribute to Uber’s goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review.

This role is responsible for identifying gaps in support responses and earner, consumer & merchant experience. How? By evaluating customer support contacts to ensure the support offered provides resolution to the customer’s issue, the proper mechanics are followed, and by identifying the strengths and weaknesses of individual performers.

The ideal candidate is a methodical but creative problem solver who has a passion for process improvement. The team member must thrive in the type of environment that is ambiguous, fast-paced, and where the only thing that is consistent is change. Many of the challenges we face have no textbook solution, so the ability to invent is critical.

Your Impact In Role

  • QA Audits: Perform targeted quality reviews in order to identify and action on areas of opportunity in the support process
  • Alignment Compliance: Consistent attendance to all audit calibration sessions facilitated by the Senior QA to ensure compliance to all QA audit processes that are implemented to the LOBs being supported
  • Insight Generation: Proactively identify inaccuracies / inconsistencies in content, provide recommendations for content updates, and ensure alignment & clarity across all resources; also help identify and remove barriers to CSR success wherever they originate (tools, training, resources, etc.)
  • Special Projects: As needed, participate in projects (such as special audits or scrubbing for value added insights) that will be implemented by existing or emerging LOBs in partnership with different stakeholders

The Experience You'll Bring

  • Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
  • Outstanding written and verbal communication skills in English and Japanese
  • Passion for driving quality and process improvement
  • Confident presenting feedback and findings to partners
  • Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)

Preferred Qualifications

  • 2 years overall experience doing QA work for different modalities (voice & non-voice)
  • Above-average knowledge in using Google Suite tools
  • Some experience in analyzing data & reporting performance
  • Experience in working on initiatives related to CSAT

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.