Customer Experience Specialist

hace 6 días

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

We are DiDi Global Inc., the world's leading mobility technology platform.

We operate 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 empower car owners, drivers, and delivery partners with flexible work and income opportunities.

We collaborate 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 aim 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.

About the Role

We seek a Quality Assurance Analyst who can build and maintain relationships with other areas within the company to support guaranteeing our quality standards and customer experience satisfaction.

If you enjoy 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 participate in quality projects which will directly affect our customer experience as well as the efficiency for our business, generating impact for thousands of people.

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.

Key Responsibilities

  • Monitoring our BPO operations to ensure we are providing a world-class customer service, conforming to company guidelines.
  • Serving as a quality advisor and initiating process, technology and people-oriented change using such methods that ensure an efficient and consistent performance.
  • Supporting in the coordination of 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.
  • Conducting analyses and providing insights and reports on customer service performance for the operations team and center managers.
  • Providing training and coaching to quality monitors to help them improve their skills based on data.
  • Building partnerships with multiple stakeholders (Vendor Management, Training, WFM, Customer Experience, etc.) to develop approaches that fit the overall strategy.
  • Owning your work while being able to adapt to strict deadlines.

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