Service Quality Specialist III

Uber; New Delhi; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Uber's Community Operations team seeks a Service Quality Specialist to audit support interactions and drive improvements. You will analyze data to identify friction, lead calibration with internal and external teams, and champion root-cause analyses to enhance user experience.

You will collaborate with Vendor Management, LD, and Knowledge Base teams, navigating policy changes while maintaining high standards in a fast-paced, global environment.

Qualifications

• 1+ year of experience in quality assurance, customer support, or operational auditing.
• Proficiency in Google Suite (Docs, Sheets, Slides).
• Experience presenting data and facilitating meetings with diverse stakeholders.
• High school diploma or equivalent experience.
• Experience designing, defining, and governing quality frameworks, calibration methodologies, and standards across operational units.

Responsibilities

• Perform rigorous audits of email and phone support interactions to ensure every customer experience aligns with Uber's global quality standards.
• Identify patterns, defects, and areas of improvement through root cause analysis, turning raw audit data into actionable insights for business stakeholders.
• Lead calibration and alignment sessions with internal teams and external partners to ensure a unified understanding of quality across different regions.
• Navigate shifting priorities and evolving policies to provide subject matter expertise that unblocks teammates and improves support processes.
• Drive continuous improvement by identifying gaps in coaching, training, and processes, and advocating for changes that reduce friction for both agents and users.
• Monitor quality specialist trend metrics and own improvement projects that directly impact the efficiency and reliability of our BPO and COE networks.

Skills

Quality assurance

Customer support

Operational auditing

Data interpretation

Root-cause analysis

Stakeholder management

Program management

Structured problem solving

Operational communication

Continuous improvement

Education

High school diploma or equivalent

Tools

Google Suite

Job description

Job Description

About the role and team

Community Operations at Uber is where real people solve real problems in real time. As a Service Quality Specialist, you will move beyond simple checklists to ensure our support ecosystem remains reliable and effective under pressure. Youll join a team that values precision and deep subject matter knowledge, working in an environment where the answers aren''t always clear and the pace is consistently intense.

Success in this role requires a mindset that balances empathy with decisive action. You aren''t just auditing for accuracy; you are hunting for the root causes of friction in our user experience and holding stakeholders accountable for fixing them. If you are a sharp, steady problem-solver who thrives on making sense of complex data and feels energized by the challenge of maintaining high standards in a high-stakes environment, this is where youll grow.

What youll do

• Perform rigorous audits of email and phone support interactions to ensure every customer experience aligns with Ubers global quality standards.
• Identify patterns, defects, and areas of improvement through root cause analysis, turning raw audit data into actionable insights for business stakeholders.
• Lead calibration and alignment sessions with internal teams and external partners to ensure a unified understanding of quality across different regions.
• Navigate shifting priorities and evolving policies to provide subject matter expertise that unblocks teammates and improves support processes.
• Drive continuous improvement by identifying gaps in coaching, training, and processes, and advocating for changes that reduce friction for both agents and users.
• Monitor quality specialist trend metrics and own improvement projects that directly impact the efficiency and reliability of our BPO and COE networks.

Experience Required

• 1+ year of experience in quality assurance, customer support, or operational auditing.
• Proficiency in Google Suite (Docs, Sheets, Slides).
• Experience presenting data and facilitating meetings with diverse stakeholders.
• High school diploma or equivalent experience.
• Experience designing, defining, and governing quality frameworks, calibration methodologies, and standards across operational units.1
• Data Interpretation Root-Cause Analysis: Ability to analyze quality, customer-experience (e.g., iCSAT), and operational data to diagnose root causes and performance drift.
• Strategic Insights Business Communication: Skill in translating complex quality data into concise, actionable recommendations for leadership and program stakeholders.
• Vendor BPO Performance Management: Capability to manage BPO partner performance, build capability, and drive accountability without direct authority.
• Facilitation, Coaching Stakeholder Alignment: Proficiency in coaching Site Calibrators/QA SMEs and aligning cross-functional teams like Vendor Management, LD, and Knowledge Base teams.
• Program Management Structured Problem Solving: Disciplined approach to managing strategic activations, new site onboarding, and targeted performance interventions.
• Operational Executive Communication: Strong written and verbal communication skills tailored for both operational reviews and senior leadership.
• Continuous Improvement: Mindset focused on closed-loop issue tracking, long-term metric monitoring, and sustained quality improvements.1

Preferred Qualifications

• Demonstrated ability to stay calm under pressure and make thoughtful decisions in high-ambiguity situations.
• Strong systems thinking with experience identifying scalable solutions for complex operational problems.
• Exceptional communication skills with the ability to influence stakeholders without direct authority.
• Experience working in a fast-paced, global environment with a focus on customer centricity.