Quality Assurance Supervisor

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

Descripción de la vacante

A leading company in the delivery sector is seeking a Quality Supervisor to oversee the evaluation process and ensure customer interactions meet service standards. This role involves guiding team members and collaborating with cross-functional teams to enhance customer experiences and drive service excellence.

Servicios

Hybrid work environment

Career growth opportunities

Collaborative team culture

Formación

• At least 2 years of team leadership in a contact center.
• At least 3 years of experience in quality assurance.
• Exceptional verbal and written skills.

Responsabilidades

• Leading and developing QA team members.
• Managing the quality monitoring process for accuracy and consistency.
• Preparing QA reports and presenting insights to leadership.

Conocimientos

Bilingual in Spanish and English

Team leadership

Coaching

Analytical mindset

Communication skills

Interpersonal skills

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 monitor interactions between teammates and 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 opportunities. Our goal is to foster a culture of continuous improvement by providing actionable feedback and insights that empower agents to deliver service that exceeds customer expectations.

With a focus on integrity, accuracy, and teamwork, the QA team supports both onshore and offshore operations, ensuring consistency across all customer touchpoints.

DoorDash operates a hybrid model, combining remote work with in-office collaboration. Currently, employees work in the office at least 2 days per week.

About the Role

The Quality Supervisor oversees the evaluation process to ensure customer interactions meet service and compliance standards. This role involves guiding QA auditors, Subject Matter Experts, and Analysts, and partnering with cross-functional teams to improve the customer experience.

Key responsibilities include:

• Leading and developing QA team members
• Managing the quality monitoring process for accuracy and consistency
• Analyzing trends and feedback to identify improvement areas
• Collaborating with operations, training, and workforce management
• Conducting calibration sessions for scoring consistency
• Preparing QA reports and presenting insights to leadership
• Driving initiatives to enhance service quality and customer satisfaction

Why You’ll Love This Role

• You will shape customer experience and influence service excellence.
• You will mentor and develop a team, creating meaningful change.
• You will collaborate with leadership and cross-functional partners.
• You will grow your career through exposure to data, strategy, and leadership.
• Your daily work will contribute to better customer outcomes and team performance.

About You

You have a proven track record in results delivery, team development, and opportunity identification.

• Bilingual in Spanish and English, with fluent communication skills
• At least 2 years of team leadership in a contact center
• At least 3 years of experience in quality assurance
• Exceptional verbal and written skills
• Skilled in coaching, training, and performance evaluation
• Proficient with technology such as Salesforce, ObserveAI, G-Suite, Tableau, Sigma
• Experience working with cross-cultural teams
• Strong leadership and management skills
• Deep understanding of contact center operations and quality standards
• Analytical mindset with data-driven decision-making skills
• Excellent interpersonal and communication skills
• Passionate about coaching, process improvement, and customer experience

Note: This job is active and accepting applications.