Insights Program Specialist

2 semanas atrás

São Paulo, Brasil Uber Tempo inteiro

**About the Role**

Community Operations, Global Community Operations in Costa Rica at Uber, we are all about providing amazing support that establishes trust for riders and partners. We believe in providing the highest quality service executed in the smartest, most efficient way.

Community Operations Specialists are all about helping and educating both riders and drivers. Customer Support Representatives help people resolve their issues and turn unhappy users into our strongest evangelists. The COE Project Analyst ensures that new projects on the regions are deployed with high quality levels and always thinking of our customers first.

**What you will do?**
- Assuring a high quality review process for LatAm's different methodologies on new and continued improvement regional initiatives, performing E2E deep dive analysis.
- Become an "expert" on support processes and make recommendations towards next steps based on customer satisfaction and improvements on the operational processes.
- Identify root causes and find critical areas to promote improvement internal opportunities as well as in training, process and policies.
- Gather key insights from processes to recommend quality improvements and make key business and product decisions.
- Provide quality intelligence to help stakeholders close loops and provide the best support to our customers
- E2E Methodology to guarantee also an agent customer satisfaction, making sure the tools, policies, channels they are using are efficient to provide a world class support.
- Stay present and available for the team and stakeholders to clarify and answer questions about the programs in the corresponding shift assigned to the position.
- Ensure the program efficiency and quality of information delivered to our stakeholders with actions such as channels monitoring, outages management, shadowing, insights, round table with operations COE and BPO etc.
- Act as a Subject Matter Expert Identifying trending issues and guide the team on any improvement detected.

**Basic qualifications**
- **English proficiency.**:

- **Understanding of the customer support environment.**:

- **Data driven mindset**:

- **SQL advanced proficiency**:

- Customer Centric mindset - Able to connect how customers are impacted as a result of gaps in processes
- Exceptional reading comprehension and writing skills - must be able to connect what users are asking for with answers to their issues.
- Exceptional communication skills - Must be able to keep all parties well informed around the program's status
- Passion for helping others and creating support experiences that exceed customer expectations.
- Ability to provide actionable qualitative feedback with quantitative data.
- Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users.
- Ability to analyze data and present findings coherently and confidently.
- Ability to lead and organize non-direct reports in order to ensure projects flow smoothly and all required tasks are completed.
- Intermediate Excel knowledge.

**Preferred Qualifications**
- Degree in Business Administration or Engineering (or Currently pursuing).
- Knowledge on Quality tools (Six Sigma) and/or CX

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