Quality Assurance Team Lead
Didi
Quality Assurance Team Lead
- 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 Lead to drive execution, consistency, and performance across our QA operation. In this role, you will be responsible for ensuring that quality standards are applied accurately and at scale, while supporting the development and performance of the QA team. You will combine strong people leadership with data-driven decision-making to ensure quality insights translate into meaningful operational improvements.
This role is ideal for someone who can balance hands-on quality expertise, team leadership, and operational ownership in a fast-paced environment.
Role Responsibilities
- Lead QA Execution: Own the day-to-day QA operation, ensuring quality reviews are delivered on time, at volume, and in alignment with established standards and methodologies.
- Manage & Develop the Team: Coach, mentor, and support QA team members through regular feedback, 1:1s, performance reviews, and development planning.
- Translate Insights into Action: Partner with Operations, Training, and key stakeholders to convert quality findings into clear improvement actions and follow-through.
- Performance & Capacity Management: Monitor productivity, coverage, and workload distribution to ensure SLAs, accuracy, and efficiency targets are met.
- Drive Continuous Improvement: Identify gaps in QA processes and lead initiatives to improve effectiveness, accuracy, and team performance.
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 & Leadership Experience: Proven experience in a Quality Assurance role within a customer service or contact center environment, with demonstrated experience leading, mentoring, or coaching teams.
- People & Performance Management: Ability to set clear expectations, provide structured feedback, and manage performance using data and quality metrics.
- Analytical & Operational Skills: Comfortable working with quality KPIs, dashboards, and structured data to guide team priorities and decisions.
- Adaptability: You thrive in a fast-paced environment and can quickly adapt to company standards and culture.
- The "QA Mindset": You apply sound business judgment, ownership, and accountability, ensuring issues are addressed through people, process, and follow-up.
Nice to have:
- Experience leading QA teams in scaled or multi-channel operations
- Familiarity with CRM or ticketing platforms such as Zendesk or Salesforce
- Exposure to continuous improvement methodologies (Lean, Six Sigma, etc.)
- Experience partnering with Operations, Training, or Workforce teams
Why join this team?
This is an opportunity to lead a high-impact QA function where quality directly influences customer experience and operational performance. As a QA Team Lead, you will shape how quality is executed at scale, develop team capability, and ensure insights result in real improvements. You’ll work within a collaborative, data-driven QA structure that values clarity, ownership, and continuous improvement.
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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