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Service Team Lead I (QC)

Uber

Visakhapatnam, Andhra Pradesh, India

  • Full Time
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About the role

About the Role: We are looking for a Team Leader for the BGC India Team who is passionate about people leadership, operational excellence, and driving team performance through meaningful insights and engagement. This role is pivotal in managing a team of 15 to 20 front-line specialists, maintaining Uber’s high operational and compliance standards, and ensuring a seamless identity verification experience for users across the platform.

What the candidate will do:
 

  • Lead, mentor, and manage a team of 15 to 20 background check specialists, focusing on performance, engagement, and professional growth.

  • Monitor and manage key operational metrics such as TPH, QA etc.

  • Drive efficiency by identifying bottlenecks and opportunities for process improvement.

  • Leverage basic data analytics (Google Sheets, dashboards, etc.) to track team performance and derive insights.

  • Conduct regular 1:1s, coaching sessions, and performance reviews aligned with Uber’s people principles.

  • Partner with cross-functional teams to maintain policy compliance and standard operating procedures.

  • Promote team culture by creating a high-engagement environment that supports innovation, collaboration, and ownership.

  • Ensure the team maintains Uber's customer obsession and operates with a problem-solving mindset.

  • Manage staffing, scheduling, and shift operations in collaboration with workforce management.



Basic Qualifications: 
 

  • 1+ years of experience in a people management or team leadership role or SME role managing agent performance & feedback directly or indirectly

  • Basic proficiency in analytics tools (Excel, Google Sheets, data dashboards).

  • Strong interpersonal and communication skills.

  • Experience handling day-to-day performance metrics and business KPIs.

  • Proven decision-making and problem-solving abilities in dynamic environments.

  • Ability to work with multiple stakeholders and adapt to changing business needs.

  • Passion for coaching, mentoring, and enabling team success.



Preferred Qualifications:
 

  • Bachelor’s degree or equivalent work experience.

  • Previous experience in trust & safety, background check operations, or similar compliance-based environments.

  • Familiarity with SQL or advanced analytics tools is a plus.

  • Familiarity with conducting detailed root cause analysis and remediation plans

  • Experience leading initiatives that improved efficiency or engagement in an operations setup.

  • Knowledge of Uber’s community operations tools, principles, or customer service workflows.



Team Leadership & Span Management Approach:

As a Team Leader with a span of 15 to 20 background check specialists, you will:

 

  • Drive Efficiency: Optimize workflows, reduce friction, and continuously improve team productivity through insights and experimentation.

  • Focus on Metrics: Regularly deep-dive into metrics to identify trends, performance gaps, and create action plans.

  • Empower People: Create a growth environment through feedback, coaching, and learning opportunities that align with career paths.

  • Elevate Quality: Uphold Uber’s standards by promoting compliance, consistency, and customer-first thinking.

  • Foster Engagement: Build a connected team culture through transparency, recognition, and open communication.

  • Operational Rigor: Own the performance narrative of the team with data-backed storytelling and a bias for execution.