Service Quality Specialist III

Job description

About the Role and Team Community Operations at Uber is focused on delivering consistent, reliable, and high-quality support experiences. As a Service Quality Specialist , you will play a key role in driving quality calibration, evaluator alignment, and continuous improvement across our global BPO and COE networks. You will work closely with Quality, Operations, Learning & Development, and cross-functional teams to ensure consistent application of Uber's quality standards, identify performance gaps, and translate insights into actionable improvements.

Success in this role requires strong analytical thinking, attention to detail, and the ability to influence quality outcomes in a fast-paced, dynamic environment.

What You'll Do

Drive Calibration and Alignment: Support site-level calibrations, resolve scoring disputes, and ensure consistent application of Quality@Uber (Q@U) standards across BPO sites.

Strengthen Audit Accuracy

Conduct Audit-the-Auditor (ATA) reviews, identify scoring inconsistencies, and provide feedback to improve evaluator accuracy and alignment.

Analyze Quality Performance

Leverage quality dashboards, calibration results, and customer satisfaction metrics to identify trends, scoring variance, and coaching opportunities.

Generate Actionable Insights

Conduct root cause analysis and recommend targeted interventions to improve quality performance and customer experience.

Improve Cross-BPO Consistency

Compare quality performance across sites, identify gaps, and drive alignment through focused coaching and calibration.

Drive Closed-Loop Improvements

Partner with stakeholders to address recurring knowledge base, policy, tooling, and process gaps, ensuring corrective actions are tracked to resolution.

Maintain Quality Standards

Build and maintain benchmark cases and standardized scoring rationales to reinforce consistent evaluations.

Communicate Quality Impact

Share calibration trends, performance insights, and improvement outcomes with stakeholders to support data-driven decisions.

Basic Qualifications

1+ year of experience in quality assurance, customer support, or operational auditing. Strong analytical skills with experience interpreting performance data and identifying improvement opportunities. Proficiency in Google Workspace (Docs, Sheets, Slides). Strong communication, problem-solving, and stakeholder collaboration skills. High school diploma or equivalent experience.

Preferred Qualifications

Experience in quality calibration, audit governance, or performance management within BPO operations. Familiarity with Q@U, Observe.AI , or similar quality management platforms. Experience conducting root cause analysis, resolving scoring disputes, and driving process improvements. Ability to influence stakeholders, manage ambiguity, and work effectively across global teams. Understanding of customer satisfaction, quality compliance, and operational performance metrics.