Contact Center QA & Data Insights Lead

DiDi Global; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading mobility technology platform seeks a Quality Assurance Analyst in Mexico City. The role involves conducting quality assurance reviews, utilizing advanced SQL for data analysis, and generating performance reports. Candidates should have a degree in business management, 3-5 years in BPO management, and strong analytical skills. The position offers opportunities for impactful work in a diverse and inclusive environment.

Servicios

Flexible work opportunities

Inclusive and diverse workplace

Formación

• 3-5 years of experience in BPO management.
• Advanced level of English, both written and spoken.
• Excellent analytical skills with the ability to interpret complex data.
• Six Sigma and/or COPC certification is desired.

Responsabilidades

• Conduct detailed quality assurance reviews of contact center interactions.
• Develop and maintain SQL queries to extract and analyze large data sets.
• Generate comprehensive reports on contact center performance metrics.
• Design and implement training programs based on quality findings.

Conocimientos

SQL proficiency

Analytical skills

Problem-solving

Communication skills

Educación

Bachelor's degree in business management or related field

Herramientas

Contact center software

Descripción del empleo

A leading mobility technology platform seeks a Quality Assurance Analyst in Mexico City. The role involves conducting quality assurance reviews, utilizing advanced SQL for data analysis, and generating performance reports. Candidates should have a degree in business management, 3-5 years in BPO management, and strong analytical skills. The position offers opportunities for impactful work in a diverse and inclusive environment.