Job Description

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. Youll join a team that values precision and deep subject matter knowledge, working in an workplace 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 youll grow.

What youll do

- Perform rigorous audits of email and phone support interactions to ensure every customer experience aligns with Ubers 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, LD, 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: Solid 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.

📌 Service Quality Specialist III (New Delhi)
🏢 Uber
📍 New Delhi