Quality Assurance Supervisor

DoorDash Mexico; Ciudad de México; Híbrido; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading company seeks a Quality Supervisor to oversee the QA team, ensuring customer interactions meet service standards. This role involves mentoring QA analysts, analyzing performance data, and driving continuous improvement initiatives. The ideal candidate will be bilingual, have leadership experience, and a strong background in quality assurance.

Servicios

Comprehensive benefits

Dynamic, inclusive workplace

Formación

• Minimum 2 years of team leadership experience in a contact center.
• Minimum 3 years of experience in a quality assurance environment.

Responsabilidades

• Lead and support a team of QA analysts, providing coaching and mentorship.
• Analyze quality trends, customer feedback, and performance data.

Conocimientos

Bilingual in Spanish and English

Leadership

Problem Solving

Customer Service

Herramientas

Salesforce

ObserveAI

G-Suite

Tableau

Sigma

Descripción del empleo

Our Quality Assurance (QA) team is dedicated to ensuring exceptional customer experiences through consistent evaluation, coaching, and performance improvement. We work behind the scenes to monitor interactions between teammates and our customers, measuring adherence to company policies, communication standards, and service excellence.

As a collaborative group of detail-oriented professionals, we partner closely with operations, training, and leadership teams to identify trends and highlight opportunities. Our goal is to foster a culture of continuous improvement by providing actionable feedback and insights that empower our agents to deliver service that not only meets but exceeds customer expectations.

With a strong focus on integrity, accuracy, and teamwork, the QA team plays a critical role in supporting both onshore and offshore operations, ensuring consistency across all touchpoints in the customer journey.

DoorDash operates a hybrid model to allow our teams the convenience of working from home while adding purposeful time in the office to collaborate with others, foster a team culture, develop careers, and drive a sense of belonging.

Currently, our employees work in the office at least 2 days per week.

About the Role

The Quality Supervisor plays a key leadership role within the QA team, overseeing the evaluation process to ensure customer interactions meet service and compliance standards. This position involves guiding and supporting QA auditors, Subject Matter Experts, and Analysts in driving quality initiatives and collaborating with cross-functional teams to enhance the customer experience.

The role includes monitoring team performance, calibrating quality standards, and providing insights to shape training programs, agent development, and operational improvements. It bridges frontline QA efforts with strategic business goals to ensure consistency, fairness, and excellence across all customer touchpoints.

Key Responsibilities:

1. Lead and support a team of QA analysts, providing coaching, mentorship, and development opportunities.
2. Oversee the quality monitoring process, ensuring accuracy, consistency, and timeliness.
3. Analyze quality trends, customer feedback, and performance data to identify strengths and areas for improvement.
4. Partner with Operations, Training, and Workforce Management to align QA metrics with business priorities.
5. Conduct calibration sessions to maintain scoring consistency across evaluators.
6. Prepare and present QA reports, dashboards, and recommendations to leadership.
7. Drive continuous improvement initiatives to enhance service quality and customer satisfaction.

Why You’ll Love This Role

• You will be at the heart of transforming customer experiences, shaping the voice of the company through your team and insights.
• Lead with purpose—mentor and develop a team that champions consistency and fairness.
• Create meaningful change by influencing training, coaching, and operational decisions.
• Collaborate with leadership and cross-functional partners to raise quality standards.
• Build valuable skills in performance data, strategy, and leadership for career growth.
• Make a daily impact—every review, trend, and feedback contributes to better outcomes and stronger teams.

About You

Your background demonstrates results, team development, and quick opportunity identification:

• Bilingual in Spanish and English, with fluent communication skills in both languages.
• Minimum 2 years of team leadership experience in a contact center.
• Minimum 3 years of experience in a quality assurance environment.
• Exceptional verbal and written communication skills.
• Proficient in coaching, training, motivating, and evaluating performance.
• Strong problem-solving, leadership, and customer service skills.
• Technologically proficient—comfortable with computers, software, and phone systems.
• Experience with Salesforce, ObserveAI, G-Suite, Tableau, Sigma.
• Experience working with cross-cultural teams.
• Deep understanding of contact center operations and quality standards.
• Analytical mindset with the ability to translate data into strategies.
• Excellent interpersonal and communication skills.
• Passionate about coaching, process improvement, and delivering top-tier customer experiences.

About DoorDash

DoorDash aims to empower local economies through innovative technology and logistics. Starting with food delivery, we are expanding to become the go-to platform for all goods, providing opportunities for team members to grow, learn, and make impactful decisions.

We support our employees’ well-being with comprehensive benefits and perks, and encourage a dynamic, inclusive workplace where diverse perspectives drive innovation.

Our Commitment to Diversity and Inclusion

We are dedicated to building a diverse and inclusive community, hiring from all backgrounds to foster innovation and excellence. We provide accommodations upon request to ensure everyone has equal opportunity.