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Urgente! Quality Assurance Senior Analyst...
DiDiBogotá, Bogotá, Distrito Capital, COHace 8 horas
Descripción del trabajoMonitor and evaluate customer interactions across various support channels to ensure world-class service that aligns with company quality standards. Analyze data and QA results to identify trends, process gaps, and areas for improvement. Own, evolve, and implement scalable quality assurance frameworks, including scorecards, sampling methods, calibrations, and feedback loops. Create, update, and maintain Standard Operating Procedures (SOPs) to ensure alignment with QA policies and company objectives. Manage and optimize BigQuery databases and BI dashboards to enable accurate, efficient reporting and performance insights. Conduct performance analyses and provide actionable insights to operations teams and center managers. Lead or participate in calibration sessions, dispute reviews, and QA alignment activities to ensure consistency and fairness in evaluations. Provide training and coaching to quality monitors to continuously improve evaluation quality and consistency. Act as a subject matter expert on QA best practices and customer-centric quality monitoring. Partner cross-functionally with Vendor Management, Training, WFM, CX, Ops, and Product teams to support continuous improvement initiatives and strategic alignment. Drive a culture of accountability, operational excellence, and customer-centric thinking. Own your work while meeting strict deadlines and adapting in a dynamic environment. Bachelor’s degree in a relevant field such as Business, Industrial Engineering, Operations, Data Analytics, or a related discipline. 3+ years of hands-on experience in Quality Assurance, preferably within Customer Experience (CX), customer service, or contact center environments. Fluent in Spanish and English (written and spoken); Chinese or Portuguese is a plus. Strong communication skills – able to clearly articulate ideas, findings, and recommendations. Inquisitive mindset – comfortable diving deep into CX processes and data to understand how the business operates. Self-starter with a proactive, results-driven attitude. Strong collaboration skills – able to work cross-functionally and build alignment. Highly analytical and comfortable working with large datasets. Proficiency in Excel (advanced). Capable of quickly adapting to company standards, culture, and expectations. Background in Customer Experience (CX), customer support operations, or contact center QA. Familiarity with QA frameworks and methodologies in customer service (e.g., COPC, TQM, PMBOK). This includes calibration, scorecard development, dispute resolution, and sampling strategies. Experience working with ticketing systems, CRM platforms, or support tools (e.g., Zendesk, Salesforce, Freshdesk, etc.). Experience with data tools such as BigQuery, BI dashboards, and ability to write / run basic SQL queries to extract and analyze CX data. Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or Kaizen. Comfort with mathematical models, statistical sampling, and data quality validation. We create user value — strive to deliver valuable experiences that are safe, pleasant, and efficient. We are data-driven — rely on metrics to inform decisions and navigate the business strategy. Win-win collaboration — succeed by helping partners and colleagues win, with candor and excellence. Integrity — do the right thing, speak honestly, and listen to others. Growth — learn from experiences, stretch beyond comfort zones, and help each other grow. Diversity and Inclusion — value differences and promote equal opportunities for all.
Overview
About DiDi Brazil — a part of DiDi Global Inc. since 2018 — we work to connect talented people and create solutions that impact mobility and delivery services and digital payments. We are committed to building innovative solutions that start in Brazil and scale to more than 12 countries. We value diversity, collaboration, respect, and a fast-paced yet constructive work environment.
About the Job
We are looking for a Quality Assurance Senior Analyst responsible for building and maintaining relationships with other areas within the company to guarantee our quality standards and customer experience satisfaction. If you love building 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 that affect customer experience and business efficiency, generating impact for thousands of people. You will be part of the QA strategy and contribute to the following :
- Tracking customer feedback to identify successes, gaps, errors, and non-conformity issues through robust processes.
- Focusing on the entire customer journey to suggest process improvements and issue resolution.
- Working collaboratively with our BPOs on performance improvement, feedback processing, reporting, data quality, and guiding implementation of change.
Responsibilities
Basic Qualifications
Preferred Qualifications
Why you’ll love working at DiDi
We offer a values-driven environment where you will :
Equal Opportunity Employment
We are committed to building inclusive and diverse teams and a workplace free from discrimination and harassment. DiDi is an Equal Opportunity Employer. Employment decisions are based on position needs and candidate qualifications, without regard to gender, age, sexual orientation, nationality, marital status, pregnancy / maternity, disability, race, religion or beliefs, or any other status protected by law. We do not discriminate and strive to create better products and services for the communities we serve.
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Quality Assurance • Bogotá, Bogotá, Distrito Capital, CO
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