If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
#LI-HybridThe Quality Coordinator plays a critical role in driving operational excellence, process standardization, and continuous improvement within our operations, including both in-house teams and BPO partners. This role combines data analysis, process design, quality management, and technical enablement, with a direct impact on commercial performance and partner experience.
Design, document, and continuously improve quality programs for KA, ensuring consistency across internal teams and BPOs.
Collaborate with the Quality BPO leadership to align on processes, expectations, and standards.
Establish and maintain governance routines, including calibration sessions and feedback loops between internal teams and external vendors.
Document and implement scalable, efficient, and standardized commercial processes to ensure consistency and operational excellence.
Define clear, measurable KPIs for commercial quality, BPO performance, and process adherence.
Set thresholds and performance benchmarks to ensure operational consistency and data quality.
Continuously monitor vendor and internal team performance through quality audits and data analysis.
Conduct root cause analyses to identify the underlying drivers of quality issues, performance gaps, or process inefficiencies.
Develop actionable recommendations based on performance data to drive continuous improvement.
Extract, clean, and manipulate data from multiple sources, including CRM, internal databases, and vendor reports.
Build and maintain operational and quality dashboards using tools like Excel, Google Sheets and in house tools
Analyze trends, detect deviations, and translate data into actionable insights to drive improvements in quality and operational efficiency.
Provide stakeholders with clear and concise reports that inform decision-making and track progress against targets.
Generate strategic insights to proactively identify opportunities for process improvements and efficiency gains.
Experience in Customer Service / Experience areas.
Ability to interact and influence internal and external partners.
Effective time and team management and organization skills.
Excellent oral and written communication skills.
Ability to look at results, analyze data, participate on decision making.
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.
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