QA Customer Support Team Lead

Há 5 dias

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.

  • Customer Support Associate

    3 semanas atrás

    Osasco, Brasil HKR Tempo inteiro

    Join to apply for the Customer Support Associate role at HKR Join to apply for the Customer Support Associate role at HKR Hey, you! Wanna become #OneOfUs ?We are on the lookout for some awesome people to join our HKR team as Customer Support Associates, working for a US-based client, a wellness-focused brand dedicated to transforming health through...

  • Customer Success

    3 semanas atrás

    Osasco, Brasil Canonical Tempo inteiro

    Join to apply for the Customer Success - Team Manager role at Canonical Join to apply for the Customer Success - Team Manager role at Canonical Get AI-powered advice on this job and more exclusive features. Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu,...

  • Project Manager, Eats Customer Experience

    1 semana atrás

    Osasco, Brasil Uber Tempo inteiro

    **About the Role**: - As a Project Manager for the Eats CommOps team, you will be leading projects that improve the overall quality of Eater and Courier customer experience in the Latin America markets. You will collaborate with other members of the Eats team, to help define and implement the desired service experience and will work closely with Operations...

  • Project Manager, Eats Customer Experience

    1 semana atrás

    Osasco, Brasil Uber Tempo inteiro

    **About the Role**:- As a Project Manager for the Eats CommOps team, you will be leading projects that improve the overall quality of Eater and Courier customer experience in the Latin America markets. You will collaborate with other members of the Eats team, to help define and implement the desired service experience and will work closely with Operations...

  • Customer Success Manager

    3 semanas atrás

    Osasco, Brasil buscojobs Brasil Tempo inteiro

    Important: Apply ONLY through the Google Form. Who We Are Chatfuel was founded in 2015 in Silicon Valley with the vision of transforming the way businesses interact with their customers. Right now, Chatfuel is an AI customer communication platform that helps small and medium businesses automate conversations on WhatsApp, Instagram, and the web. We turn...

  • QA Engineer

    2 semanas atrás

    Osasco, Brasil Jobgether Tempo inteiro

    Overview We are looking for a detail-oriented and highly driven QA Engineer to ensure the delivery of secure, scalable, and high-performing applications. In this role, you will design and implement robust QA strategies while collaborating closely with developers, business analysts, and project managers. You will serve as a key quality advocate within the...

  • Corporate Strategy Lead

    3 semanas atrás

    Osasco, Brasil Uber Tempo inteiro

    The Corporate Strategy Lead drives impact by leading the strategic planning process to define strategy and priorities for CommOps LatAm, crafting and encouraging a balanced org design and ways of working, crafting and monitoring an efficient EPMO process, generating our communication and people engagement strategies, and ensuring that the leadership team is...

  • Senior Technical Support Engineer

    3 semanas atrás

    Osasco, Brasil BriteCore Tempo inteiro

    1 week ago Be among the first 25 applicants Who We AreAt BriteCore, we’re a dynamic, forward-thinking company on a mission to empower Property & Casualty (P&C) insurers to grow their business and achieve operational efficiencies with modern cloud-native technology.Our software platform is mission-critical, enabling carrier customers to manage policies,...

  • Partner Support Analyst

    3 semanas atrás

    Osasco, Brasil Distribusion Technologies Tempo inteiro

    Partner Support Analyst - Travel Retail (all genders) Join to apply for the Partner Support Analyst - Travel Retail (all genders) role at Distribusion Technologies Partner Support Analyst - Travel Retail (all genders) Join to apply for the Partner Support Analyst - Travel Retail (all genders) role at Distribusion Technologies Distribusion is the...

  • Customer Service

    3 semanas atrás

    Osasco, Brasil Kyndryl Brasil Serviços Limitada Tempo inteiro

    **Why Kyndryl**Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively...