Senior Quality Assurance Analyst

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Didi Global A tiempo completo

About the Role

We are looking for a Senior Quality Assurance Analyst to join our team at Didi Global. In this role, you will be responsible for guaranteeing our quality standards and customer experience satisfaction by building and maintaining relationships with other areas within the company.

Key Responsibilities

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

Requirements
  1. Bachelor's degree (required)
  2. 3+ years of relevant experience in QA is expected
  3. Mandatory fluent in Spanish and English (Chinese/Portuguese is a plus)
  4. Advanced communication skills (written and spoken)
  5. Curious about the details on how the business operates
  6. Self-starter, proactive and highly motivated
  7. Team player and data driven
  8. Capable of quickly aligning to the standards and culture of the company

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

About Us

Didi Global 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. We provide car owners, drivers, and delivery partners with flexible work and income opportunities. We are 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. We strive 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.

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