Commercial Quality Analyst

Commercial Quality Analyst Sao Paulo, Brazil Customer Experience Regular About the team/role As a Commercial Quality Analyst, you will play a key role in supporting the design, execution, and monitoring of quality programs across our Inside Sales operations, including in-house teams and BPO partners. This role is ideal for someone passionate about process excellence, data analysis, and operational improvement, with a focus on ensuring high-quality interactions and consistent commercial execution. In this role, you'll be… 1) Supporting Quality Program Governance Assist in documenting and maintaining quality standards, procedures, and definitions for commercial interactions (calls, chats, workflows). Collaborate with the coordinator and BPO teams to ensure alignment on QA methodologies and evaluation criteria. Help organize calibration and feedback sessions to align expectations between internal teams and vendors. 2) Performance Monitoring & KPIs Track and consolidate quality performance data from both internal and outsourced teams. Monitor KPIs related to adherence, accuracy, process compliance, and customer satisfaction. Assist in defining thresholds and benchmarks by gathering and analyzing historical performance data. 3) Data Analysis & Reporting Extract, clean, and manipulate data from internal systems and vendor reports to support quality audits and operational analysis. Maintain quality dashboards and build visual reports using Excel, Google Sheets, or other tools. Identify patterns, trends, and potential quality risks or gaps based on data insights. 4) Process Documentation & Optimization Support process mapping efforts by collecting information and documenting current workflows. Contribute with suggestions for process improvement based on field observations, audit outcomes, and data indicators. Help implement changes by preparing internal communications, quick guides, and standard operating procedures (SOPs). Assist in identifying skill or knowledge gaps revealed through quality audits. Support the Training and Quality teams in designing technical or behavioral refreshers. Monitor the effect of corrective actions and coaching efforts on overall quality indicators. We're eager to be in touch because you have… 1. Key Attributes We Value: Analytical mindset and attention to detail Structured and process-oriented thinking Strong written communication and documentation skills Proactive and collaborative attitude Willingness to learn and grow within a quality or enablement function 2. Qualifications: 2+ years of experience in sales enablement, quality assurance or related roles. Bachelor’s degree in Business Administration, Communications, Quality Management or related fields. Experience working with CRM systems or quality monitoring platforms is a plus. 3. Preferred Skills: Experience working with Inside Sales operations, commercial quality, or operational excellence functions. Prior experience collaborating with BPO vendors and outsourced operations. Familiarity with QA platforms and sales enablement tools. Ability to translate operational challenges into scalable, data-driven process improvements. Analytical Thinking and problem-solving Attention to detail and quality focus Stakeholder Management Proactivity, ownership, and continuous improvement mindset What we really want to see in you: A professional passionate about operational excellence and team development, with the ability to diagnose processes, drive improvements, and ensure that quality is a key enabler of commercial growth. 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). #J-18808-Ljbffr