Quality Analyst - Waymo Fleet Response

TaskUs • Chandler, AZ

356d

About The Position

The Quality Analyst is responsible for creating an end-to-end test plan including quality metrics; executing the plan and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other legacy- and/or external systems. Waymo is looking for Fleet Response Quality Analysts. As a Quality Analyst, you will be responsible for reviewing Fleet Response Specialist tool-to-vehicle interactions and assessing response accuracy and adherence to standard operating procedures. You will be expected to flag interactions for manager review as needed each week, identify trends in low scoring interactions, and provide feedback regarding policies and areas of improvement.

Requirements

• Demonstrated expertise in Fleet Response Specialist systems with at least 3 months experience in the Fleet Response Specialist role
• Full understanding of fleet response best practices and escalation policies
• Excellent verbal and written communication skills
• Excel at independent and group based tasks and projects
• Superb Fleet Response Specialist metrics for the past 90 days
• Must be DO and Stuck Specialist certified
• Quality Analyst will be on a probationary period for the first 30 days in this role
• Must consistently meet stuck rubric alignment expectations
• Able to sit for long periods of time
• Detail-oriented with an ability to effectively complete work that can be repetitive in nature
• Meets all Fleet Response Specialist (PHX/DTW) requirements, including drug testing and driving record checks.
• Exceptional Time Management
• At least 2 years in college (BS or BA preferred)
• Minimum of 1-year experience as Quality Analyst (preferred)
• Basic excel/google sheets skills
• Problem-solving skills
• Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.

Nice To Haves

• Strong customer centricity
• Ability to provide constructive feedback in an assertive manner
• Good written and verbal communication skills
• Logical thinking
• Ability to manage conflicts
• Attention to detail
• Ability to work with minimal supervision and demonstrate initiative and good judgment
• Versatility and ability to work on multiple projects
• Ability to establish and maintain effective working relations with a wide variety of individuals
• Ability to work with a diverse team
• Continuous improvement mindset

Responsibilities

• Evaluate TMs tool-to-vehicle interactions to assess response accuracy
• Participate in stuck rubric grading alignment sessions to further improve rubric dimensions and Fleet Response quality
• Assist with the compilation and analysis of driverless Self Driving Car interactions
• Generate simulation scenarios to determine the most effective Fleet Response Specialist action to take to resolve the scenario
• Coach agents for performance improvement
• Report performance for aligned span on a daily/weekly/monthly basis
• Provide inputs, basis audits, for briefings and training need identification
• Partner with TLs in leading Team Meetings for metric improvement
• Participate in strategic projects for the campaign/LoB
• Identify and escalate any potential quality issues per defined process
• Isolate and report defects; verify defect fixes
• Suggest process/system improvements based on common customer concerns
• Accomplish other responsibilities assigned by management
• Drive quality initiatives, contests and campaigns for the assigned span
• Be updated on knowledge and serve as SME for the campaign/LoBR

Benefits

• Competitive industry salaries
• Comprehensive benefits packages
• Commitment to a People First culture
• Encouragement of internal mobility and professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees