Cx Quality Assurance Sr. Analyst

hace 6 meses

San Vicente Ferrer, Colombia DiDi Global A tiempo completo

Company Overview:
DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

Team Overview:
We are looking for a Quality Assurance Senior Analyst that is responsible to build and maintain relationship with other areas within the company in order to guarantee our quality standards and customer experience satisfaction. If you love building things from scratch and working with a diverse, top talent team, this might be the ideal job for you

As a Quality Specialist you will lead quality projects which will directly affect our customer experience as well as the efficiency for our business, generating impact for thousands of people.

Role Responsibilities:
In this position you will be part of the QA strategy, contributing in:

- Tracking customer feedback to identify successes, gaps, errors, and non-conformity issues through robust processes.
- Focusing on the entire customer journey to suggest process improvement and issue resolution.
- Working collaboratively with our BPOs on performance improvement, feedback processing, reporting, data quality, and guiding implementation of change.

**What You’ll Do**
- Monitor our BPO operations to ensure we are providing a world-class customer service, conforming to company guidelines.
- Serve as a quality advisor and initiate process, technology and people-oriented change using such methods that ensure an efficient and consistent performance.
- Coordinate the implementation of the QA strategy and policies throughout our BPOs in the region to ensure an error-free, efficient, and effective service that leads to high customer satisfaction.
- Conduct analyses and provide insights and reports on customer service performance for the operations team and center managers.
- Provide training and coaching to quality monitors to help them improve their skills based on data.
- Build partnership with multiple stakeholders (Vendor Management, Training, WFM, Customer Experience, etc.) to develop approaches that fit the overall strategy.
- Own your work while being able to adapt to strict deadlines.

Role Qualifications:
**Basic Qualifications**
- Bachelor’s degree (required)
- 3+ years of relevant experience in QA is expected
- Mandatory fluent in Spanish and English (Chinese/Portuguese is a plus)
- Advanced communication skills (written and spoken)
- Curious about the details on how the business operates
- Self-starter, proactive and highly motivated
- Team player and data driven
- Capable of quickly aligning to the standards and culture of the company
- Advanced Excel

**Preferred Qualifications**
- Previous experience with customer service, call center or support ticketing platforms
- COPC, Transaction monitoring, Six Sigma background/experience preferred
- Knowledge of mathematical models and sampling

EEO Statement:

- 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.

**We are committed to building inclusive and diverse teams.**

We are committed to building inclusive and diverse teams, and a workplace that is free fro

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