Cx Quality Specialist

Company Overview:
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-Hybrid

Team Overview:
Role Responsibilities:

- Quality Monitoring & Assessment- Score interactions using defined quality criteria and frameworks.
- Monitor adherence to pitch, process, and compliance guidelines.
- Feedback & Coaching Alignment- Document and communicate audit results in a clear, actionable format.
- Work with the Training Specialist and SDR leaders to share quality insights and coaching needs.
- Support calibration sessions with managers and team leads to ensure consistency in evaluations.
- QA Framework Development & Maintenance- Refine QA scorecards and audit templates in collaboration with Enablement and Sales Ops teams.
- Ensure frameworks evolve with business needs, product updates, and messaging shifts.
- Maintain documentation of quality standards and review processes.
- Performance Reporting & Insights- Compile QA metrics and trend analysis for leadership.
- Track QA compliance, improvement areas, and post-feedback performance gains.
- Contribute to monthly quality reports and continuous improvement planning.
- Cross-Functional Collaboration- Coordinate with CRM, Lead Ops, and Execution teams to investigate quality gaps and process issues.
- Support enablement pilots by reviewing execution and capturing deviations or learning opportunities.

Key Deliverables:

- Weekly QA scores and dashboards
- Quality trend analysis and improvement reports
- Updated QA frameworks and criteria
- Feedback logs and coaching alignment notes

Role Qualifications:
Key Attributes We Value:

- High resilience and emotional intelligence; able to handle rejection without losing momentum
- Strong listening skills and curiosity
- Enthusiastic and high-energy communication style
- Team player who thrives in collaborative and fast-paced environments

Qualifications:

- 1+ year of experience in sales, customer support, data entry, or CRM-based roles
- Familiarity with sales tools and CRM platforms (e.g., Salesforce, HubSpot)
- Strong verbal and written communication skills
- Detail-oriented with a disciplined approach to systems and workflows

Preferred Skills:

- Experience with lead generation or outbound prospecting
- Comfort working with structured data and multiple software tools
- Basic understanding of sales funnels and qualification frameworks

Competencies:

- Curiosity & Problem Solving
- Communication & Information Gathering
- Data Accuracy & Attention to Detail
- CRM Discipline
- Team Collaboration

**What we really want to see in you:

- Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.
- Data, data and more data - Come with examples and show us with hard driven facts what you have accomplished in the past.
- Must be customer-centric and can develop creative solutions to various complex problems.
- Ownership and end to end accountability, with a protagonist attitude
- Clear examples in management roles where YOU drove change, innovated and motivated your team.
- We need team players, not solo artists. Tell us about your team's accomplishments

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,