Quality Assurance Team Specialist
Didi
Quality Assurance Team Specialist
- Category
- Customer Experience
- Employee Class
- Regular
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-HybridTeam Overview
We are looking for a Quality Assurance Team Specialist to be the technical architect of our customer experience standards. While our operational team focuses on high-volume quality reviews , you will be responsible for the methodology, the accuracy of our evaluation tools, and the deep-dive analysis that drives business efficiency. This is a role for someone who doesn't just see a mistake but wants to master the data to understand exactly what caused it.
Role Responsibilities
- Design Evaluation Frameworks: Develop and refine the standardized checklists and scoring rubrics used to verify that all service procedures are followed correctly.
- Lead Calibration Excellence: Facilitate weekly sessions with reviewers and leadership to ensure that quality evaluations remain consistent, fair, and aligned with world-class standards.
- Advanced Data Analysis: Move beyond identifying simple trends to perform complex root-cause analysis on recurring errors or process gaps.
- Technical Mentorship: Provide high-level guidance and clear, constructive feedback to the review team to help them understand complex performance nuances.
- Optimize Processes: Use your knowledge of continuous improvement (like Lean or Six Sigma) to make our QA operations more efficient.
Role Qualifications
- Education: Completed or ongoing Bachelor’s degree or technical degree.
- Language: Fluent in Portuguese (written and spoken); Spanish or English is a plus.
- QA Experience: Demonstrated experience in a Quality Assurance role within a customer service or contact center environment, including interaction evaluations, calibrations, and quality gap analysis.
- Analytical Foundation: Comfortable working with structured data, with strong proficiency in Excel and experience analyzing quality KPIs, trends, and performance metrics. Experience with dashboards and BI tools (e.g., Power BI) is highly valued.
- Communication: Excellent written communication skills, with the ability to deliver clear, actionable, and well-structured quality feedback to multiple stakeholders.
- Adaptability: You thrive in a fast-paced environment and can quickly adapt to company standards and culture.
- The "QA Mindset": You possess strong business judgment and an inquisitive nature. You don't just see a mistake; you want to understand what caused it.
Nice to have:
- Ability to navigate, interpret, and leverage dashboards and reports (e.g., Power BI) to extract insights and support decision-making
- Familiarity with ticketing systems or CRM platforms such as Zendesk or Salesforce
- Knowledge of quality frameworks, calibration models, or continuous improvement methodologies (Lean, Six Sigma, etc.)
Why join this team?
This is a hands-on, impact-driven role for someone ready to deepen their Quality Assurance expertise. As a QA Team Specialist, you will work closely with quality data, dashboards, and operational teams to identify trends, surface insights, and support continuous improvement initiatives. Your work will directly influence quality standards, monitor performance, and customer experience at scale, while giving you exposure to cross-functional collaboration and opportunities to grow within a mature QA structure.
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 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.
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