CX Quality Sr Analyst

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

• We are looking for a Quality Assurance Senior Analyst that is responsible to build and maintain relationship with other areas within the company in order to guarantee our quality standards and customer experience satisfaction. If you love building things 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 which will directly affect our customer experience as well as the efficiency for our business, generating impact for thousands of people.
• In this position you will be part of the QA strategy, contributing in:
•        Tracking customer feedback to identify successes, gaps, errors, and non-conformity issues through robust processes.
•        Focusing on the entire customer journey to suggest process improvement and issue resolution.
• Working collaboratively with our BPOs on performance improvement, feedback processing, reporting, data quality, and guiding implementation of change.

Role Responsibilities

• ·       Monitor our BPO operations to ensure we are providing a world-class customer service, conforming to company guidelines.
• ·       Serve as a quality advisor and initiate process, technology and people-oriented change using such methods that ensure an efficient and consistent performance.
• ·       Coordinate the implementation of the QA strategy and policies throughout our BPOs in the region to ensure an error-free, efficient, and effective service that leads to high customer satisfaction.
• ·       Conduct analyses and provide insights and reports on customer service performance for the operations team and center managers.
• ·       Provide training and coaching to quality monitors to help them improve their skills based on data.
• ·       Build partnership with multiple stakeholders (Vendor Management, Training, WFM, Customer Experience, etc.) to develop approaches that fit the overall strategy.
• ·       Own your work while being able to adapt to strict deadlines.

Role Qualifications

·       Bachelor's degree (required)

· years of relevant experience in QA is expected

·       Mandatory fluent in Spanish and English (Chinese/Portuguese is a plus)

·       Advanced communication skills (written and spoken)

·       Curious about the details on how the business operates

·       Self-starter, proactive and highly motivated

·       Team player and data driven

·       Capable of quickly aligning to the standards and culture of the company

Advanced Excel

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, 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.

Diversity & Inclusion

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.

  We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). 
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on

---