QA Customer Support Team Lead

1 semana atrás

Osasco, Brasil Uber Tempo inteiro

**About the Role**

We are looking for an all-star Quality Assurance Team Lead to work here in our Center of Excellence in Brasil. You will be part of a team leading the internal quality program, delivering actionable support quality insights to key operations teams around the business. You will think strategically to drive projects which improve agent success, process adherence, policy calibration and deliver business insight from audit results.

**What you’ll do**

You'll be reporting directly to the QA Manager and leading the team on everything related to the successful execution of the QA methodology.

You will support the Reviewers on topics such as:

- Attention to technical questions related to the realization of reviews and procedures to follow;
- Follow up on attendance issues, schedules and Review assignment;
- Coaching and development of the Reviewers;
- Tracking of project alignment topics and calibration sessions;
- Follow up and fulfillment of the different projects assigned to the team;
- Propose ideas to improve processes, always thinking on our internal and external customers.

You will work with the QA Manager on topics such as:

- Being the bridge between QA and all other orgs on CommOps; in constant search of improvement to the current processes;
- Working closely with the LOB Managers to ensure a level of alignment above global target;
- Be a Key player for BPOs alignment, attending meetings, taking data driven decisions and supporting action plans;
- Follow up to the team's metrics, goals and performance, defining action plans on any deviation;
- Report incidences of assistance for payroll and disciplinary purposes;
- Ensure the availability of resources and tools.
**Basic Qualifications**
- Nice to have minimum 1+ year experience leading high performance customer support teams (for Team Leads);
- Deep analytical skills in order to transform data into competitive intelligence;
- Advanced excel/google sheets proficiency is required;
- Advanced English proficiency is a must;
- Excellent communication and interpersonal skills, with the ability to persuasively communicate recommendations and effectively champion customer needs;
- Resourcefulness - Uber is committed to constant improvement. You're excited to help create a product with value.

**Preferred Qualifications**
Comparable work experience;
- Outstanding written & verbal communication skills in English and Portuguese;
- Intermediate proficiency in Google Sheets / Excel.

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