Strategist, Support Quality

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At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft’s Support Quality team is responsible for setting, measuring, and holding Customer Experience and Trust (CET) team members to a consistently high quality standard. The Support Quality team actively monitors and reports on the performance of CET team members while proactively seeking out process improvement opportunities within the support experience. 

As an expert in defining, monitoring, and reporting on the standard for quality in support interactions and processes, the Support Quality Strategist will work to drive forward improvements within Lyft’s customer and associate experiences. This team member will report directly to the Support Quality Program Lead, representing Quality across Lyft’s on- and off-shore CET teams and partnering with diverse stakeholders to deliver transformative insights. The ideal candidate is a thorough and self-motivated individual who is capable of designing and informing the “why” and “how” of new processes which continuously improve the quality of Lyft’s customer experiences.

Responsibilities:

  • Facilitates targeted change implementation and drives continuous improvement within designated areas of focus: engagement and accountability of Lyft’s partner Quality teams, optimization and efficiency of Quality tooling resources, real-time and ongoing analysis of Quality data
  • Leverages Quality data and existing CET metrics to proactively anticipate future pain points in order to provide targeted, measurable, and transformative insights to stakeholders
  • Coaches and mentors Quality team members in deep dive preparation and prioritization in order to solve across a variety of perspectives, leverage multiple data sources, and synthesize work across the team
  • Drives cross-team and organizational improvement by actively identifying opportunities for improved insights or efficiencies within Lyft’s Support Quality program. Partners with other Strategists to lead the Quality team in optimization of existing Quality processes
  • Manages calibration strategy across all internal and partner stakeholders in order to ensure audit precision and accuracy. Guides Quality Facilitators in calibration preparation, facilitation, strategy, and improvement
  • Holds partner Quality teams accountable to accuracy of Quality evaluations and findings. Travels to on- and off-shore partner sites as needed.
  • Collaborates with partner site QA teams and assists with the implementation and training of Quality processes at partner locations
  • Manages and leads behavioral assessment calibrations with external partner sites and Lyft HQ leadership to ensure accuracy of evaluations and consistency in scoring. Guides leaders to correct score, monitors inconsistencies in scoring justification, and measures variation
  • Monitors leadership behavioral scoring accuracy for bias and inconsistencies. Reports findings to senior leadership and escalates issues as needed
  • Serves as a leader and resource to other members of the Quality team. Leads projects as needed
  • Works and prioritizes autonomously, comfortably, and with minimal oversight. Adapts quickly to new processes or changes in workflow
  • Exhibits exceptional written and verbal communication skills

Experience:

  • Alignment with Lyft’s Core values: Make it Happen, Uplift Others, and Be Yourself
  • A passion for quality assurance and creating great customer experiences 
  • 3+ years of customer service experience 
  • 2+ years of support center or customer service quality auditing experience strongly preferred
  • Extensive experience using CRM tools, QA software, and Google Apps, especially Google Sheets
  • Undergraduate degree or equivalent preferred
  • Experience and comfort with generating high-level data reports and summaries
  • Minimum of intermediate-level analytical skills. Comfortable working with and synthesizing large quantities of data
  • Strong interpersonal skills, with the ability to build relationships and trust across functions and work collaboratively
  • Exceptional listening, written, and oral skills in English
  • Self-motivated with a drive for excellence
  • Develop and adapt work approach based on needs of stakeholders
  • Domestic and foreign travel (up to 20%) may be required

Benefits:

  • Great medical, dental, and vision insurance options
  • Mental health benefits
  • In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
  • 401(k) plan to help save for your future
  • 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
  • Pre-tax commuter benefits
  • Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records