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.
The SCC Quality Specialist is responsible for supporting our internal customers and cross functional stakeholders. This role will involve working collaboratively across the SCC organization to ensure a high standard of support interactions. The ideal candidate is detail oriented problem solver who can view support interactions with a customer obsessed lens.
This role is highly versatile requiring the ability to think quickly on your feet and communicate effectively. The ideal candidate will be able to remain focused and organized in an incredibly fast paced work environment, work through ambiguity, and manage on-going changes to adapt to users’ needs. This role reports directly into the SCC Quality Program Lead.
Responsibilities:
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Conduct Quality Audits: Perform regular and ad-hoc quality audits on customer interactions (calls, emails, chats, etc.) to ensure brand standard and process compliance - potentially across multiple rubric types
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Evaluate Performance: Assess the performance of Lyft associates based on predefined quality metrics such as accuracy of resolution, customer connection and when applicable, adherence to processes
- Provide Feedback: Offer clear, constructive feedback and coaching to Lyft agents based on audit findings to improve their performance and the overall customer experienceDrive Continuous Improvement: Through audit findings, identify areas for improvement in agent’s skills/knowledge, internal workflows and/or support policies and recommend solutions to address these findings.
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Document Findings: Accurately and comprehensively document audit results, trends, and observations using designated tools or software, such as Google forms, response sheets, project charters, and roadmaps.
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Collaborate Cross-functionally: Connect frequently with managers, team leads, vendor managers, quality assurance specialists, and other relevant stakeholders to share audit findings and insights while developing a plan of action for improvement.
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Develop Quality Standards: Assist in the development and refinement of Lyft’s quality standards for customer support interactions, while gathering feedback and participating in roundtable discussions.
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Monitor Accuracy: Review document approval accuracy, sharing trends, insights, and recommendations with our regulatory teams on how to improve accuracy rates.
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Drive Continuous Improvement: Participate in or lead quality and resolve improvement initiatives, projects, and calibrations aimed at enhancing the overall customer support experience.
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Stay Informed: Remain in the loop about emerging product features or process updates coming down the pipeline. Act as a subject matter expert for vendor quality specialists and agents.
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Generate Reports: Prepare and present regular reports on audit findings, performance treds, and improvement plans to vendor management and other relevant stakeholders.
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Adhere to Deadlines: Manage your workload effectively to meet project and audit deadlines. Update stakeholders and leaders on project status consistently.
- Support Team Objectives: Work closely with team members across Support Services, particularly our training teams, to collectively pursue the shared objective of enhancing issue resolution.
Experience:
- Exceptional analytical, communication, and presentation skills.
- 3+ years of customer service experience.
- Having previous experience in customer support quality is a bonus.
- Proficient in Google Workspace (Sheets, Slides, Docs, Forms, etc).
- Highly self-motivated with a strong commitment to excellence.
- A passion for quality assurance and creating great customer experiences.
- Skilled at fostering relationships across different departments and collaborating effectively.
- Experienced and comfortable with creating detailed data reports and summaries at a high level.
Benefits:
- Great medical, dental, and vision insurance options
- Mental health benefits
- Family building 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 opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid
The expected base pay range for this position in the Nashville, TN area is $19.84 - $24.80/hr. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.
