Quality Jr Manager

Company Overview

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.

For more information, please visit: www.didiglobal.com/news

Team Overview

The Quality team is the ultimate objective truth-teller of our restaurant onboarding ecosystem. While the Operations team is driven by speed and volume, the Quality team is strictly dedicated to accuracy and perfection. This team safeguards the standard of our platform by auditing the work of both our internal execution team and our external BPO partners. As the Quality Junior Manager, you will lead department to catch systemic defects, prevent fatal errors, and provide the data-driven insights needed to fix gaps. You are the responsible to ensure that every restaurant's information meets our strict guidelines before going live.

Role Responsibilities

• Leading a Department: Directing, mentoring, and developing a team of Quality personnel to ensure audit quotas and QA productivity targets are consistently met.

• Owning the QA Framework: Designing, maintaining, and updating the QA scoring matrix, evaluation criteria, and dispute resolution processes for both internal teams and the external vendor.

• Analyzing Defect Trends: Diving into macro-level quality data to identify systemic issues across the floor and handing off those insights to the Process & Training team to drive retraining.

• Leading Calibrations: Serving as the objective arbitrator between Quality, Operations, and Service Delivery. You will run weekly calibration sessions to ensure auditors aren't grading too harshly and Ops isn't rushing through tickets.

• Handling Disputes & Escalations: Acting as the final escalation point for immediate "fatal errors" and making the final rulings when Operations or the BPO disputes a QA score

Role Qualifications

• People Leadership: Proven experience managing teams and developing subordinate leaders.

• Deep QA Expertise: A strong background in quality assurance methodologies, including randomized sampling, fatal vs. non-fatal defect weighting, and calibration techniques.

• An Analytical Obsession: Comfort living in spreadsheets, managing large data sets, and spotting micro-trends across massive volumes of completed tickets.

• Resilience and Objectivity: The thick skin required to have tough, data-backed conversations with parallel managers when their teams are underperforming on quality

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 equ