Quality Enablement Manager

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.

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You will lead the newly established Quality Enablement function within our Commercial Enablement team at 99Food, an operation committed to scaling high-performance field sales with the right skills, consistency, and impact. Your mission is to act as the "quality gatekeeper", monitoring everything that may go wrong in the sales operation, from skill execution to system usage and process adherence, and ensuring rapid diagnosis and correction. This role combines on-the-ground observation, data-driven auditing, and strategic feedback, driving immediate action and long-term improvement in our sales engine.

• Design, implement, and own a comprehensive Sales Quality framework, including deep-dive audits, scorecards (technical, behavioral, process, system use), and structured feedback mechanisms.

• Conduct audits across the commercial journey, observing field visits, CRM/system logs, demos, emails, and adherence to playbooks, to identify deviations and opportunities.

• Manage with the team, frequent field visits alongside Business Developers to observe live execution, assess coaching needs, and validate actual vs. documented behavior.

• Analyze usage patterns in CRMs and other commercial tools to detect gaps, underutilization, or misuse, feeding insights back into training, KB, and process improvement.

• Act as a guardian of excellence: monitor compliance with playbooks, process flow, KB, and use of tools, and ensure alignment for every BD interaction.

• Collaborate with Sales Enablement, Product, Operations, and Tech teams to translate QA findings into enhancements, improving Knowledge Base, training modules, workflows, and system improvements.

• Produce recurring reports on QA insights, emerging gaps, trends, and prioritized recommendations for rapid corrective action and strategic evolution.

• Coach and mentor QA Specialists, promoting a culture of continuous improvement, consistency, and data-based quality execution.

• Advocate for operational, process, and systemic improvements with a hypothesis-driven mindset, strong alignment with broader Quality Control principles.

• A minimum of 5–7 years of experience in quality management, process auditing, Sales QA, especially in field sales, tech, or scaling environments.

• Proven ability to design robust QA frameworks, including scorecards, performance grids, audit routines, and escalation pathways.

• High analytical capacity: you convert both quantitative data (CRM, metrics, dashboards) and qualitative observations (field, demos) into actionable insights.

• Experience with CRM platforms, site/system usage tracking, and understanding of how systems impact commercial behavior.

• Hands-on mindset and physical presence: comfortable conducting field visits, in-person assessments, and working closely with on-the-ground teams.

• Strong communication skills, with assertiveness to raise operational gaps and collaborate across functions to solve them.

• A mindset of continuous improvement, with proven results in bringing quality insights into actionable interventions (training, KB updates, process/system refinements).

• Certifications like Six Sigma / Black Belt or Enablement experience are a plus.

• 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.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that's how we create better products and services, make better decisions and better serve the communities we're a part of.

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