Risk and Compliance Specialist II
Uber
Date: 5 days ago
City: Taguig
Contract type: Full time
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About The Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. In our Community Operations organization, the Service Quality, Risk, and Compliance team helps to monitor and check the quality for email and phone support, with the goal of improving the customer experience delivered by agents across Uber's global support network.
The Global Safety and Platform Integrity team is pioneering how Uber manages safety contacts that contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review. Our auditor and agent position use investigation processes to ensure earner accounts/incidents are actioned and categorized per the Safety standards.
The Agent/Auditor position is responsible for investigating safety reports and categorizing them according to Uber's established standards. This includes evaluating customer support interactions to ensure the safety support provided results in correct resolutions, that proper procedures are followed, and identifying the strengths and weaknesses of individual performance.
The ideal candidate is a detail-oriented yet creative thinker with a passion for investigation and process improvement. They must thrive in an environment that is fast-paced, ambiguous, and constantly evolving. Since many challenges have no predefined solutions, the ability to innovate and think outside the box is essential.
As An Auditor
Your Impact in Role:
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About The Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers. In our Community Operations organization, the Service Quality, Risk, and Compliance team helps to monitor and check the quality for email and phone support, with the goal of improving the customer experience delivered by agents across Uber's global support network.
The Global Safety and Platform Integrity team is pioneering how Uber manages safety contacts that contribute to Uber's goal of providing world-class customer support by identifying areas of opportunity and strength through consistent contact review. Our auditor and agent position use investigation processes to ensure earner accounts/incidents are actioned and categorized per the Safety standards.
The Agent/Auditor position is responsible for investigating safety reports and categorizing them according to Uber's established standards. This includes evaluating customer support interactions to ensure the safety support provided results in correct resolutions, that proper procedures are followed, and identifying the strengths and weaknesses of individual performance.
The ideal candidate is a detail-oriented yet creative thinker with a passion for investigation and process improvement. They must thrive in an environment that is fast-paced, ambiguous, and constantly evolving. Since many challenges have no predefined solutions, the ability to innovate and think outside the box is essential.
As An Auditor
Your Impact in Role:
- To perform review on urgent safety reports across different categories (Sexual Assault & Sexual Misconduct, Theft Robbery & Physical Altercation, Motor, Food Safety, Deactivations, and Serious Interpersonal Conflict)
- To utilize all available knowledge resources such as Taxonomy
- Efficiently complete all daily priorities
- To provide feedback & recommendations for process & resource for improvement
- Work with the team through collaboration towards meeting individual & team goals
- Daily completion of tasks from Production audits and/or adhoc tasks
- Complete Inter Agreement audits biweekly
- Complete bi-weekly Reflection Tool
- Meet 100% commitment weekly on strategic projects for completed audit
- 100% daily adherence to NICE and daily agenda set by Team Leads
- Fluent in English both reading and writing
- Exceptional reading and interpretation ability, attention to detail
- Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint)
- Passion for driving quality and process improvement
- Experience working in a highly detail-oriented environment, demonstrating a high degree of diligence and accountability
- Resistance to stress and pressure of working with high severity cases
- Strong teamwork skills towards a shared sense of purpose
- Minimum 1-year of Safety Audit and Safety Data experience
- Specific examples of articulating noticed trends to drive change
- Confident presenting feedback and findings to stakeholders
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