Service Quality, Risk & Compliance Specialist
Uber India Pvt Ltd
Hyderabad
10.2021 - Current
- Implemented streamlined reporting process to ensure timely revenue loss detection, resulting in 20% reduction in potential loss within SLAs
- Apart from BAUs, flexed for different teams including JIRA Escalations
- QA & EATS RNA with 100% performance score
- Spearheaded continuous process improvement initiatives, resulting in a reduction in customer support issues and a 15% increase in customer satisfaction scores within 6 months
- Prepared a dashboard using Google Data Studio for identifying skipped cases/tickets in a day and a dashboard for showing each agent's weekly quality score and daily TPH score.
