Service Quality Strategist III — Global Support

Uber Technologies Inc.; Taguig; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Bonuses

Equity

Benefits

Job summary

Uber Technologies Inc. is seeking a Service Quality Specialist to audit email and phone support, identify root causes, and drive improvements across BPO and COE networks. You will collaborate with internal teams and external partners to align quality across regions.

The role demands data-driven insight, strong stakeholder communication, and the ability to navigate changing priorities in a high-pressure 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 and standards.

Responsibilities

• Perform rigorous audits of email and phone support interactions to ensure customer experience aligns with standards.
• Identify patterns and root causes, turning data into actionable insights for stakeholders.
• Lead calibration sessions with internal teams and external partners for unified quality views.
• Provide subject matter expertise to unblock teammates and improve support processes.
• Drive continuous improvement by identifying coaching and training gaps and advocating changes.
• Monitor trend metrics and own improvement projects across BPO and COE networks.

Skills

Quality assurance

Customer support

Operational auditing

Google Suite

Data interpretation

Root-cause analysis

Stakeholder management

Program management

Executive communication

Vendor management (BPO/COE)

Education

High school diploma

Tools

G Suite

Docs

Sheets

Slides

Job description

Uber Technologies Inc. is seeking a Service Quality Specialist to audit email and phone support, identify root causes, and drive improvements across BPO and COE networks. You will collaborate with internal teams and external partners to align quality across regions.

The role demands data-driven insight, strong stakeholder communication, and the ability to navigate changing priorities in a high-pressure environment.