Global Service Quality Strategist

Uber; Taguig; On-site; PHP 600,000 - 850,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber in Manila is seeking a Service Quality Specialist for the Community Operations team. You will audit customer support interactions, identify root causes, and uphold global quality standards to ensure reliable service.

You’ll lead calibration sessions, work with vendors and internal teams, and drive continuous improvement across coaching and processes. The role requires data-driven insights and strong communication with leadership in a fast-paced, global environment.

Qualifications

• 1+ year in quality assurance, customer support, or operational auditing.
• Experience presenting data and facilitating meetings with diverse stakeholders.
• Data interpretation and root-cause analysis ability.
• Experience designing and governing quality frameworks and calibration methodologies.
• Proficiency with Google Workspace.
• Strong written and verbal communication skills.

Responsibilities

• Perform rigorous audits of email and phone support interactions to ensure alignment with Uber’s global quality standards.
• Identify patterns, defects, and areas of improvement through root cause analysis and translate data into actionable insights for stakeholders.
• Lead calibration and alignment sessions with internal teams and external partners to ensure a unified understanding of quality across regions.
• Provide subject matter expertise to unblock teammates and improve support processes amid shifting priorities.
• Drive continuous improvement by identifying gaps in coaching, training, and processes, and advocate for changes that reduce friction for agents and users.
• Monitor quality trend metrics and own improvement projects that impact the efficiency and reliability of BPO and COE networks.

Skills

Google Suite

Root Cause Analysis

Data Interpretation

Stakeholder Mgmt

Facilitation

Program Management

Executive Communication

Quality Assurance

Education

High school diploma or equivalent

Tools

Google Docs

Google Sheets

Google Slides

Job description

Uber in Manila is seeking a Service Quality Specialist for the Community Operations team. You will audit customer support interactions, identify root causes, and uphold global quality standards to ensure reliable service.

You’ll lead calibration sessions, work with vendors and internal teams, and drive continuous improvement across coaching and processes. The role requires data-driven insights and strong communication with leadership in a fast-paced, global environment.