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

About the team/role

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.

In this role, you'll be...

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.

We're eager to be in touch because you have...

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.

You'll love working at DiDi because...

We create user 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.

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.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

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