About The Role And Team

Community Operations at Uber is focused on delivering consistent, reliable, and high-quality support experiences. As a Service Quality Specialist, you will play a key role in driving quality calibration, evaluator alignment, and continuous improvement across our global BPO and COE networks.

You will work closely with Quality, Operations, Learning & Development, and cross-functional teams to ensure consistent application of Uber's quality standards, identify performance gaps, and translate insights into actionable improvements. Success in this role requires strong analytical thinking, attention to detail, and the ability to influence quality outcomes in a fast-paced, agile environment.

What You'll Do

• Drive Calibration and Alignment: Support site-level calibrations, resolve scoring disputes, and ensure consistent application of Quality@Uber (Q@U) standards across BPO sites.
• Strengthen Audit Accuracy: Conduct Audit-the-Auditor (ATA) reviews, identify scoring inconsistencies, and provide feedback to improve evaluator accuracy and alignment.




• Analyze Quality Performance: Leverage quality dashboards, calibration results, and customer satisfaction metrics to identify trends, scoring variance, and coaching opportunities.
• Generate Actionable Insights: Conduct root cause analysis and recommend targeted interventions to improve quality performance and customer experience.
• Improve Cross-BPO Consistency: Compare quality performance across sites, identify gaps, and drive alignment through focused coaching and calibration.
• Drive Closed-Loop Improvements: Partner with stakeholders to address recurring knowledge base, policy, tooling, and process gaps, ensuring corrective actions are tracked to resolution.
• Maintain Quality Standards: Build and maintain benchmark cases and standardized scoring rationales to reinforce consistent evaluations.
• Communicate Quality Impact: Share calibration trends, performance insights, and improvement outcomes

📌 Service Quality Specialist III (Hyderabad)
🏢 Uber
📍 Hyderabad