DiDi Global

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CX QA Senior Analyst

Job Locations BR-SP-Sao Paulo
ID 2025-13126
Category
Customer Experience
Employee Class
Regular

Company Overview

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

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Team Overview

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.

Role Responsibilities

  • 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.

Role Qualifications

 

  • 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.

 

EEO Statement

  • We create customer 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.
  • We believe in 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.
  • We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
  • We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

 

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

 

This is our ongoing journey, with much more still to come.

 
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
 
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms

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