CX QA Manager

DiDi Global; São Paulo; Híbrido; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading mobility technology platform in Brazil seeks a Quality Assurance Manager to enhance customer experience through strategy development and process improvement initiatives. The ideal candidate will have strong analytical capabilities and a passion for quality management, as well as the ability to communicate effectively and lead a diverse team.

Serviços

Remote Working Options

Diversity and Inclusion Initiatives

Qualificações

• 5+ years of relevant experience in Quality Assurance.
• Fluent in Portuguese and English.
• Experience building and leading QA teams.

Responsabilidades

• Develop and implement QA strategies across BPOs.
• Track and analyze performance data for continuous improvement.
• Build partnerships with stakeholders to enhance service quality.

Conhecimentos

Analytical Skills

Communication

Customer Focus

Leadership

Problem Solving

Formação académica

Bachelor’s Degree

Ferramentas

Excel

Presentation Tools

Descrição da oferta de emprego

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 Manager that is able to effectively create and lead strategies and initiatives to have a world-class customer experience, by:

· 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.

This role requires business-oriented ownership and strong analytical skills to identify trends in our data, excellent communication skills to ensure effectiveness of the QA strategy, and passion overall to be able to transmit the DiDi way. In the end, we are looking for a strong, committed and creative performer that is able to transmit the DiDi experience to our end users while leading an integrated team.

Role Responsibilities

• Plan and 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.
• Propose and implement quality frameworks, in accordance with relevant standards (COPC, ISO: 9001, etc.) and in compliance with Company policies and statutory regulations.
• Develop robust metrics for QA, establish tracking mechanisms and analyze performance data to support the continuous improvement of our customer service.
• Develop preventive/corrective action procedures, monitor, and ensure their implementation.
• Build partnership with multiple stakeholders (Vendor Management, Training, WFM, Customer Experience, etc.) to develop approaches that fit the overall strategy.
• Work together with our BPOs to monitor agents’ performance and decrease the error rates.
• Be able to respond to any questions related to the business, product, processes or DiDi context.
• Participate in decision making workshops to be aligned with the latest company updates.
• Own your work while being able to adapt to strict deadlines.
• Report to high levels about results, learnings and action plans.

Role Qualifications

• Bachelor’s degree (required)
• 5+ years of relevant experience in QA is expected
• Mandatory fluent in Portuguese and English
• Experience building and leading a QA team
• Advanced in presentation tools and literate in Excel or other data management tools
• COPC, Transaction monitoring, Six Sigma background/experience preferred
• Knowledge of mathematical models and sampling is preferred
• Experience managing external vendors is preferred
• Clear examples in management roles where YOU drove change, innovated and motivated your team

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 https://careers.didiglobal.com/terms