Service Quality Specialist II - Freight

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About the Role

Uber Freight is a cutting-edge logistics platform revolutionizing the freight industry by leveraging technology to simplify and optimize how goods move. By connecting shippers and carriers through an innovative, user-friendly platform, we empower businesses with efficient and transparent solutions for their supply chain needs.

Our platform offers real-time tracking, upfront pricing, and a vast network of reliable carriers to ensure seamless and efficient freight transportation. For carriers, we provide flexible tools to browse and book loads, plan routes, and manage payments, helping them save time and maximize earnings.

At Uber Freight, we are committed to transforming logistics by eliminating inefficiencies, improving transparency, and delivering exceptional value to shippers and carriers alike. Join our team to be part of a fast-paced, dynamic environment where innovation drives everything we do, and make a lasting impact on the future of global freight transportation.

We are looking for a highly analytical and quality-focused Service Quality Specialist II to join the Uber Freight team. In this role, you will be responsible for driving high-quality customer experiences by ensuring the accuracy, consistency, and effectiveness of our support interactions. You'll evaluate the work of our global support network-including BPO partners-through audits and calibrations, provide coaching recommendations, scrub CSAT data, and deliver insights to stakeholders aimed at improving both service quality and customer satisfaction.

This role is essential in maintaining Uber Freight's high standards of operational excellence while continuously identifying opportunities to enhance our support strategy.

As a Service Quality Specialist II at Uber Freight, you'll have the opportunity to shape how we deliver service excellence to our customers and carriers. Your work will directly impact our ability to provide world-class support and continuously raise the bar for quality. If you're passionate about elevating the customer experience through data-driven insights and detailed quality monitoring, we'd love to hear from you.

Your Impact in Role

- Conduct audits of support interactions (calls, chats, emails) across Uber Freight's global network to ensure adherence to quality standards and policy alignment
- Monitor and evaluate the performance of frontline agents, including those at BPO sites, and provide actionable feedback to improve consistency and service excellence

- Scrub and analyze CSAT (Customer Satisfaction) data to uncover root causes and trends impacting the customer experience
- Collaborate with Training, Operations, and QA teams to align on calibration standards and deliver performance improvement strategies
- Escalate quality issues and service gaps to appropriate stakeholders and support timely resolution
- Participate in quality calibration sessions to ensure scoring alignment across internal and partner QA teams
- Generate regular reports and insights to share with leadership and drive data-backed decisions
- Recommend improvements to workflows, knowledge content, or processes that impact service quality
- Support occasional audits tied to new launches, process changes, or pilot programs
- Perform other tasks as required or needed by the business i.e. phone time, floor walk, nesting support, etc.

The Experience You'll Bring

Basic Qualifications

- 2+ years of experience in Quality Assurance, Customer Experience, or a related field (BPO, logistics, or tech industry experience
- Strong attention to detail with a passion for improving processes and service outcomes
- Proficiency in quality management tools and systems (e.g., Salesforce, Zendesk, Excel/Google Sheets)
- Excellent communication skills and the ability to deliver objective, actionable feedback
- Experience analyzing CSAT or VOC (Voice of the Customer) data and presenting insights
- Strong organizational and time management skills
- Ability to work both independently and collaboratively in a fast-paced environment
- A continuous improvement mindset with a proactive approach to problem-solving

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].