Service Quality Specialist III

About The Role And Team

Community Operations at Uber is where real people solve real problems in real time. As a Service Quality Specialist, you will move beyond simple checklists to ensure our support ecosystem remains reliable and effective under pressure. You'll join a team that values precision and deep subject matter knowledge, working in an environment where the answers aren't always clear and the pace is consistently intense.

Success in this role requires a mindset that balances empathy with decisive action. You are hunting for the root causes of friction in our user experience and holding stakeholders accountable for fixing them. If you are a sharp, steady problem-solver who thrives on making sense of complex data and feels energized by the challenge of maintaining high standards in a high-stakes environment, this is where you'll grow.

What You'll Do

Identify patterns, defects, and areas of improvement through root cause analysis, turning raw audit data into actionable insights for business stakeholders. Lead calibration and alignment sessions with internal teams and external partners to ensure a unified understanding of quality across different regions. Navigate shifting priorities and evolving policies to provide subject matter expertise that unblocks teammates and improves support processes. Drive continuous improvement by identifying gaps in coaching, training, and processes, and advocating for changes that reduce friction for both agents and users. Monitor quality specialist trend metrics and own improvement projects that directly impact the efficiency and reliability of our BPO networks.

Basic Qualifications

1+ year of experience in quality assurance, customer support, or operational auditing. Proficiency in Google Suite (Docs, Sheets, Slides). Experience presenting data and facilitating meetings with diverse stakeholders. High school diploma or equivalent experience. Strong analytical skills and experience working with data.

Preferred Qualifications

Demonstrated ability to stay calm under pressure and make thoughtful decisions in high-ambiguity situations. Strong systems thinking with experience identifying scalable solutions for complex operational problems. Exceptional communication skills with the ability to influence stakeholders without direct authority. Experience working in a fast-paced, global environment with a focus on customer centricity. Demonstrated expertise or certifications in process optimization methodologies such as Six Sigma, Lean or Project Management.

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.