Job Description

About the Role

Operations and Insights is pioneering how Uber runs safety contacts that supply to Uber's goal of providing extraordinary customer support by identifying areas of opportunity and strength through consistent contact review. The Agent position is responsible for investigating safety reports and categorizing these reports as per the Uber standard. By evaluating customer support contacts to ensure the safety support offered provides correct resolution by investigators, the accurate mechanics are followed, and by identifying the strengths and weaknesses of individual performers.The ideal candidate is a methodical but creative problem solver who has a passion for investigation and process improvement. The team member must thrive in the type of environment that is ambiguous, fast-paced, and where the only thing that is consistent is change. Many of the challenges we face have no textbook solution, so the ability to invent is crucial.

What You Will Do

Perform targeted reviews in order to ensure compliance by examining safety reports Review and provide recommendations for taxonomy improvements with a regional focus Develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders Conduct high priority investigations requiring subject matter expertise Appraises adequacy of internal control systems by completing audit questionnaires Supplies to team effort by accomplishing related results as needed Maintain focus on data integrity and producing work of the highest quality

Basic Qualifications

At least 6 months of experience in business or operational processes, ensuring accuracy and adherence to guidelines Native Arabic Speaker (Required) Fluent in English both reading and writing (Required) Experience working in a highly meticulous environment, demonstrating a high degree of diligence and accountability Exceptional written and verbal communication skills Proficiency in productivity tools (email, calendar), Google Suite or Microsoft Suite (Excel, PowerPoint) Strong teamwork skills towards a shared sense of purpose Problem-Solving: Quickly able to problem solve and troubleshoot; thinks critically about issues presented; comfortable with on-the-fly fare calculations, etc. Customer-Service Mentality (Customer Obsession): Demonstrates a customer-focused attitude toward solving problems; understands the importance of crafting a premier customer support experience * Comfort with Ambiguity: Motivated and able to operate with minimal oversight, comfortable navigating new and exciting situations/processes; displays emergent leadership