Cx Quality Assurance Senior Analyst

Didi Global; Brasil; On-site; BRL 180,000 - 240,000; Full time

Job summary

A Didi Global no Brasil busca um Analista Sênior de Quality Assurance de CX para liderar iniciativas de qualidade e melhoria da experiência do cliente. Você trabalhará com IA, BigQuery, SQL e equipes de Produto e Operações para construir frameworks de QA escaláveis e orientados por dados, mantendo padrões de excelência.

O cargo envolve monitorar interações, escrever SQL, desenvolver scorecards com IA e orientar a melhoria contínua, com foco no cliente e na eficiência operacional.

Qualifications

• Graduação em Business, Engenharia ou Analytics de Dados.
• 3+ anos em CX Quality Assurance ou operações de contact center.
• Fluente em Inglês e Espanhol.
• SQL Avançado para consultas complexas (BigQuery/Data Warehouse).
• AI-Ready: familiaridade com ferramentas de IA para monitoramento.
• Proativo, com mindset analítico e Excel avançado.

Responsibilities

• Monitorar interações com clientes usando IA para ampliar cobertura.
• Escrever e otimizar scripts SQL para gerenciar BigQuery e insights de desempenho.
• Desenvolver frameworks de qualidade escaláveis com scorecards baseados em IA.
• Analisar dados e resultados de QA para identificar padrões e melhorias.
• Conduzir sessões de calibração, revisões de disputas e alinhamento de QA.
• Colaborar com Product e Ops para iniciativas de melhoria contínua com IA.
• Oferecer treinamento a monitors de qualidade para elevar a qualidade das avaliações.
• Promover cultura de accountability e foco no cliente.

Skills

Inglês fluente

Espanhol fluente

SQL avançado

Excel avançado

Education

Bacharel em Business, Engenharia ou Data Analytics

Tools

BigQuery

Data Warehouse

BI Dashboards

Job description

CX Quality Assurance Senior Analyst

Empresa : Didi Global Tipo de Emprego : Periodo Integral Brazil

Descrição do Emprego - CX Quality Assurance Senior Analyst

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.

Team Overview

We are looking for a Quality Assurance Senior Analyst responsible for building and maintaining relationships with other areas within the company to guarantee our quality standards and customer experience satisfaction. If you love building things from scratch, leveraging cutting-edge technology, and working with a diverse, top-talent team, this might be the ideal job for you!

As a Quality Specialist, you will lead quality projects which will directly affect our customer experience as well as the business's efficiency. You will be a key player in modernizing our QA ecosystem by integrating AI-driven insights and advanced data extraction.

Strategic Contributions

• Tracking customer feedback to identify successes, gaps, and non-conformity issues through robust processes and AI-powered sentiment analysis.
• Focusing on the entire customer journey to suggest process improvement and issue resolution.
• Working collaboratively with our BPOs on performance improvement, reporting, and data-driven implementation of change.

Role Responsibilities

• Monitoring and evaluating customer interactions, leveraging AI tools to scale coverage and identify patterns across various support channels.
• Writing and optimizing SQL scripts to manage BigQuery databases and automate performance insights.
• Owning and evolving scalable quality frameworks, including AI-assisted scorecards and feedback loops.
• Analyzing data and QA results to identify trends, process gaps, and areas for improvement.
• Leading calibration sessions, dispute reviews, and QA alignment activities to ensure consistency and fairness.
• Partnering cross-functionally with Product and Ops teams to implement AI-driven continuous improvement initiatives.
• Providing training and coaching to quality monitors to continuously improve evaluation quality.
• Driving a culture of accountability, operational excellence, and customer-centric thinking.

Role Qualifications

Basic Qualifications:

• Bachelor’s degree in Business, Engineering or Data Analytics.
• 3+ years in CX Quality Assurance or Contact Center ops.
• Fluent English & Spanish.
• Advanced SQL: Must write complex queries to extract and analyze large CX datasets independently (BigQuery/Data Warehouse).
• AI-Ready: Familiarity with Artificial Intelligence tools to automate and scale quality monitoring.
• Proactive self-starter with a deep-dive analytical mindset and advanced Excel.

Preferred Qualifications:

• Background in QA frameworks (COPC/TQM) and Continuous Improvement (Lean/Six Sigma).
• AI/ML Exposure: Experience or interest in LLMs, Prompt Engineering, and automated text/speech analytics.
• Proficiency in BI dashboards and statistical sampling for data validation.

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