Job Description
CX QA Senior Analyst
Sao Paulo - Brazil
Customer Experience
Regular
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About the company
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.
DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.
For more information, please visit:
www.didiglobal.com/news
About the team/role
We are looking for a Quality Assurance Senior Analyst that is responsible to build and maintain relationship with other areas within the company in order to guarantee our quality standards and customer experience satisfaction. If you love building things from scratch and working with a diverse, top talent team, this might be the ideal job for you!
As a Quality Specialist you will lead quality projects which will directly affect our customer experience as well as the efficiency for our business, generating impact for thousands of people.
In this position you will be part of the QA strategy, contributing in:
Tracking customer feedback to identify successes, gaps, errors, and non-conformity issues through robust processes.
Focusing on the entire customer journey to suggest process improvement and issue resolution.
Working collaboratively with our BPOs on performance improvement, feedback processing, reporting, data quality, and guiding implementation of change.
In this role, you'll be...
Monitoring BPO Operations:
Ensuring world-class customer service by adhering to company guidelines and maintaining high operational standards.
Quality Advisory:
Serving as a quality advisor, driving process, technology, and people-oriented changes that promote efficient and consistent performance.
Developing QA Frameworks:
Creating and implementing new quality assurance frameworks to improve the consistency and scalability of QA processes.
Managing SOPs:
Creating, updating, and maintaining Standard Operating Procedures (SOPs) to ensure alignment with QA policies and company objectives.
BigQuery Management:
Overseeing and optimizing BigQuery documentation and databases to enable accurate and efficient reporting of quality metrics.
Analysis and Reporting:
Conducting analyses and providing insights and reports on customer service performance for the operations team and center managers.
Training and Coaching:
Providing training and coaching to quality monitors to help improve their skills, using data-driven insights for development.
Stakeholder Partnership:
Building partnerships with multiple stakeholders (Vendor Management, Training, WFM, Customer Experience, etc.) to create strategies aligned with the overall business objectives.
Ownership and Adaptability:
Taking ownership of your work while being adaptable and meeting strict deadlines.
We're eager to be in touch because you have...
Basic Qualifications
Bachelor’s degree (required)
3+ years of relevant experience in QA is expected
Mandatory fluent in Spanish and English (Chinese/Portuguese is a plus)
Advanced communication skills (written and spoken)
Curious about the details on how the business operates
Self-starter, proactive and highly motivated
Team player and data driven
Capable of quickly aligning to the standards and culture of the company
Advanced Excel
Preferred Qualifications
Previous experience with customer service, call center or support ticketing platforms.
Proficiency in Quality Assurance frameworks for Customer Service operations, such as COPC, TQM, PMBOK, etc. Quality Frameworks include: sample size calculation, calibrations, disputes, standard definition, etc.
Use of BI and Big Query
Knowledge of mathematical models and sampling.
You'll love working at DiDi because...
We create user value
We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant and efficient.
We are data-driven
We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
Win-win Collaboration
Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
We believe in integrity
Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
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