CX Quality Coordinator

DiDi Global; São Paulo, Região Imediata de São Paulo; Híbrido; BRL 50.000 - 70.000; Tempo integral

Resumo da oferta

A leading mobility technology platform is seeking a Quality Coordinator for SDR Enablement. This role focuses on ensuring high standards of quality in sales outreach activities and supports continuous improvement through detailed audits and coaching. The ideal candidate is detail-oriented and thrives in a collaborative environment, contributing to quality assurance frameworks and performance reporting.

Qualificações

• 2+ years of experience in quality assurance or sales auditing.
• Familiarity with sales processes and customer engagement.

Responsabilidades

• Perform regular audits of SDR calls and emails.
• Document and communicate audit results clearly.
• Compile QA metrics and trend analysis for leadership.

Conhecimentos

Listening

Curiosity

Communication

Critical Thinking

Process Orientation

Formação académica

Quality Assurance Experience

Sales Auditing Experience

CX Review Experience

Ferramentas

Salesforce

HubSpot

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

The Quality Coordinator for SDR Enablement is responsible for ensuring that sales outreach activities meet high standards of quality, consistency, and compliance. This role supports the continuous improvement of SDR performance by conducting call and message reviews, identifying coaching opportunities, and maintaining quality assurance frameworks. The ideal candidate is detail-oriented, objective, and committed to fostering excellence in customer interactions.

Role Responsibilities

• Quality Monitoring & Assessment

• Perform regular audits of SDR calls, emails, WhatsApp messages, and CRM notes.

• Score interactions using defined quality criteria and frameworks.

• Monitor adherence to pitch, process, and compliance guidelines.

• Feedback & Coaching Alignment

• Document and communicate audit results in a clear, actionable format.

• Work with the Training Specialist and SDR leaders to share quality insights and coaching needs.

• Support calibration sessions with managers and team leads to ensure consistency in evaluations.

• QA Framework Development & Maintenance

• Refine QA scorecards and audit templates in collaboration with Enablement and Sales Ops teams.

• Ensure frameworks evolve with business needs, product updates, and messaging shifts.

• Maintain documentation of quality standards and review processes.

• Performance Reporting & Insights

• Compile QA metrics and trend analysis for leadership.

• Track QA compliance, improvement areas, and post-feedback performance gains.

• Contribute to monthly quality reports and continuous improvement planning.

• Cross-Functional Collaboration

• Coordinate with CRM, Lead Ops, and Execution teams to investigate quality gaps and process issues.

• Support enablement pilots by reviewing execution and capturing deviations or learning opportunities.

Key Deliverables:

• Weekly QA scores and dashboards

• Quality trend analysis and improvement reports

• Updated QA frameworks and criteria

• Feedback logs and coaching alignment notes

Role Qualifications

Key Attributes We Value:

• High resilience and emotional intelligence; able to handle rejection without losing momentum

• Strong listening skills and curiosity

• Enthusiastic and high-energy communication style

• Team player who thrives in collaborative and fast-paced environments

Qualifications:

• 2+ years of experience in quality assurance, sales auditing, or CX review roles

• Familiarity with sales processes and customer engagement across digital channels

• Strong analytical skills and high attention to detail

• Excellent written communication and documentation ability

Preferred Skills:

• Experience with QA tools or CRM platforms (e.g., Salesforce, HubSpot, QA Scorecard systems)

• Background in inside sales or SDR organizations

• Familiarity with compliance frameworks (e.g., TCPA, GDPR) is a plus

Competencies:

• Critical Thinking & Objectivity

• Process Orientation

• Communication & Documentation

• Continuous Improvement Mindset

• Cross-Functional Collaboration

What we really want to see in you:

• Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.

• Data, data and more data! - Come with examples and show us with hard driven facts what you have accomplished in the past.

• Must be customer-centric and can develop creative solutions to various complex problems.

• Ownership and end to end accountability, with a protagonist attitude

• Clear examples in management roles where YOU drove change, innovated and motivated your team.

• We need team players, not solo artists. Tell us about your team's accomplishments!

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