Service Quality Team Lead

1 week ago

Taipei Taipei City, Taiwan Uber Full time $90,000 - $120,000 per year

About The Role
As a
Quality Team Lead
, you will lead the Taiwan and Hong Kong Service Quality team. Your goal is to provide A-class quality of service through daily audit monitoring, agent performance tracking, and root cause analyses.

This role requires strong analytical and leadership skills to help the entire team identify gaps for process improvement and work with stakeholders to optimize processes.

What The Candidate Will Do

  • Manage team performance and drive results, l eading and acting as a subject matter expert
  • Oversee audits or investigations and make recommendations to relevant clients
  • Manage data and root cause analysis, recommending corrective and preventive measures
  • Present trends, insights, defects, and improvements to business leaders at an audit level or in calibration meetings
  • Performance management: Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects/initiatives that can help drive extraordinary customer experience
  • Process implementation and change management: Effectively communicate quality processes and changes to relevant partners to ensure understanding and compliance; Track site compliance to various quality SOPs and requirements
  • Stakeholder management: Develop and maintain relationships with a variety of partners, including LOB program managers, team leads, and managers
  • Project management: Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, or continuous Quality process improvements at the COE and/or BPO

Basic Qualifications

  • 3+ Years of experience in a fast-paced environment from relevant field
  • People management: Strong managerial and people management skill to handle and support the quality vertical
  • Problem Solving: Should be a strong problem solver with good decision making abilities
  • Stakeholder Management: Building trust with stakeholders would be vital
  • Strong analytical skills: Proficient in Google Spreadsheet, and can interpret dashboards and reports for action plans
  • Excellent communication skills: Has strong written and verbal Egnlish communication skills which can be adjusted depending on varying audiences (upper management, agents, external partners, etc)

Preferred Qualifications

  • Experience in customer service in-person or contact center environment
  • 1-2 years of people management experience
  • Experience in data analytics, SQL, and web query skills

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