Power Bi à Brésil

Job Locations: BR-SP-Sao Paulo

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.

The Commercial Quality Coordinator plays a critical role in driving operational excellence, process standardization, and continuous improvement within our Smart Inside Sales operations, including both in-house teams and BPO partners. This role combines data analysis, process design, quality management, and technical enablement, with a direct impact on commercial performance and customer experience.

• Design, document, and continuously improve quality programs for Inside Sales and After Sales, ensuring consistency across internal teams and BPOs.
• Define quality standards, methodologies, and the criteria for "what good looks like" in commercial interactions (calls, chats, and workflows).
• Collaborate with the Quality BPO leadership to align on processes, expectations, and standards.
• Establish and maintain governance routines, including calibration sessions and feedback loops between internal teams and external vendors.
• Document and implement scalable, efficient, and standardized commercial processes to ensure consistency and operational excellence.

• Define clear, measurable KPIs for commercial quality, BPO performance, and process adherence.
• Set thresholds and performance benchmarks to ensure operational consistency and data quality.
• Continuously monitor vendor and internal team performance through quality audits and data analysis.
• Conduct root cause analyses to identify the underlying drivers of quality issues, performance gaps, or process inefficiencies.
• Develop actionable recommendations based on performance data to drive continuous improvement.

• Extract, clean, and manipulate data from multiple sources, including CRM, internal databases, and vendor reports.
• Build and maintain operational and quality dashboards using tools like Excel, Google Sheets, Power BI, or SQL.
• Analyze trends, detect deviations, and translate data into actionable insights to drive improvements in quality and operational efficiency.
• Provide stakeholders with clear and concise reports that inform decision-making and track progress against targets.
• Generate strategic insights to proactively identify opportunities for process improvements and efficiency gains.

• Work with the teams to map, analyze, and suggest redesign on commercial processes, identifying bottlenecks, inefficiencies, and areas for optimization.
• Partner with cross-functional teams (CX, Product, Operations) and BPOs to implement scalable improvements that enhance quality and productivity.
• Diagnose skills and knowledge gaps within the Inside Sales team and BPO partners.
• Provide constructive, data-driven feedback to vendors and internal stakeholders to close quality gaps.
• Govern process changes to ensure long-term adoption and alignment with business goals.
• Use data-driven approaches to test, iterate, and refine quality processes.

• Strong interpersonal skills, resilience, and emotional intelligence.
• Proactive & Solution-Oriented.
• Operational Rigor & Attention to Detail.
• Team-oriented mindset with proven collaboration capabilities.
• 3+ years of experience in sales enablement, quality assurance or related roles.
• Bachelor’s degree in Business Administration, Communications, Quality Management or related fields.
• Experience working with Inside Sales operations, commercial quality, or operational excellence functions.
• Prior experience managing or collaborating with BPO vendors and outsourced operations.
• Familiarity with QA platforms and sales enablement tools.
• Ability to translate operational challenges into scalable, data-driven process improvements.
• Analytical Thinking and problem-solving.
• Attention to detail and quality focus.
• Communication & Collaboration.
• Stakeholder Management.
• Proactivity, ownership, and continuous improvement mindset.

• 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.

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