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 aren't just auditing for accuracy; 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 

• Perform rigorous audits of email and phone support interactions to ensure every customer experience aligns with Uber’s global quality standards.
• 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 and COE networks.

Experience Required

• 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.
• Experience designing, defining, and governing quality frameworks, calibration methodologies, and standards across operational units.1
• Data Interpretation & Root-Cause Analysis: Ability to analyze quality, customer-experience (e.g., iCSAT), and operational data to diagnose root causes and performance drift.
• Strategic Insights & Business Communication: Skill in translating complex quality data into concise, actionable recommendations for leadership and program stakeholders.
• Vendor & BPO Performance Management: Capability to manage BPO partner performance, build capability, and drive accountability without direct authority.
• Facilitation, Coaching & Stakeholder Alignment: Proficiency in coaching Site Calibrators/QA SMEs and aligning cross-functional teams like Vendor Management, L&D, and Knowledge Base teams.
• Program Management & Structured Problem Solving: Disciplined approach to managing strategic activations, new site onboarding, and targeted performance interventions.
• Operational & Executive Communication: Strong written and verbal communication skills tailored for both operational reviews and senior leadership.
• Continuous Improvement: Mindset focused on closed-loop issue tracking, long-term metric monitoring, and sustained quality improvements.1

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.

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.