puestos de Economia en México

The Quality Assurance team drives customer support insights to both our internal & BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI. The team’s primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience.

As a Senior Associate, Calibration Insights Analyst, you’ll be a key architect of calibration excellence across DoorDash Support. You will lead analytical deep dives to identify root causes of quality misalignment, investigate edge cases, and surface systemic opportunities to improve how our GenAI‑powered QA systems operate.

You’ll collaborate closely with Model Calibration Specialists, the Performance Excellence team, and stakeholders across CXI to implement projects that improve agent performance, policy alignment, and customer outcomes. You’ll help maintain trust in our machine learning model’s QA outputs by ensuring our quality signals are precise, fair, and strategically useful.

This role requires comfort working with GPT/LLM‑based systems and the ability to turn raw calibration data into insights that influence our long‑term QA strategy.

You will report to the Supervisor Model Calibration Team (MCT) in our CXI QA organization. This role is hybrid and will require an in‑office presence, typically 1 day per week, or as the business needs dictate.

• Develop deep expertise in DoorDash’s QA systems and operational processes to guide meaningful calibration and KPI improvements across multiple lines of business.
• Assist with cross‑functional projects by establishing success metrics, coordinating stakeholders, removing blockers, and clearly communicating progress toward goals.
• Conduct deep dives & root cause analyses (RCAs) on failure patterns, reversals, and edge cases to uncover inaccuracy trends/drivers.
• Create data models and dashboards to track calibration metrics, auditor accuracy, and sentiment/resolution trends.
• Partner with the Performance Excellence team and Support Operations stakeholders to translate calibration insights into QA strategy improvements.

• You have a Bachelor’s degree or equivalent experience.
• You bring 4+ years in support operations, QA, trust & safety, or a similar customer‑facing analytical role.
• You can communicate with customers, cross‑functional partners, and senior leaders effectively.
• You enjoy the opportunity to think outside of the box. You can translate goals and blockers into relevant plans for the department.
• Produce recommendations and use data analysis and hypothesis testing to validate your findings.
• You’re passionate about identifying opportunities through operating at the lowest level of detail and using a first‑principles approach to problem‑solving.
• You’re proficient in Microsoft and/or Google Suite.
• You have experience working with Conversational Intelligence, GPT‑based tools, or QA signal models.

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To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door‑to‑door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We’re committed to supporting employees’ happiness, healthiness, and overall well‑being by providing comprehensive benefits and perks.

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.