Quality Assurance Manager-CDMX
DiDi Global, Mexico
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 20, 2021
Last Date
Mar 20, 2021
Location(s)
Job Description
Didi Chuxing (DiDi) is the world’s leading mobile transportation and convenience platform. The company offers a full range of app-based transportation and life services for over 550 million users across Asia, Latin America, Australia, and Russia, including Taxi, Express, Premier, Luxe, Bus, Designated Driving, Enterprise Solutions, Bike Sharing, E-bike Sharing, Automobile Solutions, Food Delivery, and Payment. Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide over 10 billion passenger trips a year. DiDi is committed to collaborating with policymakers, the taxi industry, the automobile industry, and communities to solve the world’s transportation, and environmental, and employment challenges with localized smart transportation innovations by leveraging its AI capabilities. By continuously improving user experience and creating social value, DiDi strives to build a safe, inclusive, and sustainable mobile transportation and convenience ecosystem for cities of the future.DiDi uses technology to improve mobility in our world. As such, we always look for people from every background who want to support our vision, through equal opportunity and nondiscriminatory, fair and impartial treatment, completely free of prejudice related to race, nationality, religion, gender, ethnicity, age, political affiliation, sexual preference, marital status, disabilities or family responsibilities.For more information, please visit: www.didiglobal.com/news
About the role.
We are looking for a Quality Assurance Manager that is able to effectively create and lead strategies and initiatives to have a world-class customer experience, by:·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.This role requires business-oriented ownership and strong analytical skills to identify trends in our data, excellent communication skills to ensure effectiveness of the QA strategy, and passion overall to be able to transmit the DiDi way. In the end, we are looking for a strong, committed and creative performer that is able to transmit the DiDi experience to our end users while leading an integrated team.
Your responsabilities
About the role.
We are looking for a Quality Assurance Manager that is able to effectively create and lead strategies and initiatives to have a world-class customer experience, by:·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.This role requires business-oriented ownership and strong analytical skills to identify trends in our data, excellent communication skills to ensure effectiveness of the QA strategy, and passion overall to be able to transmit the DiDi way. In the end, we are looking for a strong, committed and creative performer that is able to transmit the DiDi experience to our end users while leading an integrated team.
Your responsabilities
- Plan and 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.
- Propose and implement quality frameworks, in accordance with relevant standards (COPC, ISO: 9001, etc.) and in compliance with Company policies and statutory regulations.
- Develop robust metrics for QA, establish tracking mechanisms and analyze performance data to support the continuous improvement of our customer service.
- Develop preventive/corrective action procedures, monitor, and ensure their implementation.
- Build partnership with multiple stakeholders (Vendor Management, Training, WFM, Customer Experience, etc.) to develop approaches that fit the overall strategy.
- Work together with our BPOs to monitor agents’ performance and decrease the error rate.
- Be able to respond to any questions related to the business, product, processes or DiDi context.
- Participate in decision making workshops to be aligned with the latest company updates.
- Own your work while being able to adapt to strict deadlines.
- Report to high levels about results, learnings and action plans.
- Bachelor’s degree (required)
- 5+ years of relevant experience in QA is expected (3 as Manager is a must)
- Mandatory fluent in Spanish and English (Chinese/Portuguese is a plus)
- Advanced communication skills (written and spoken)
- Experience building and leading a QA team
- Curious about the details on how the business operates
- Self-starter, proactive and highly motivated
- Advanced in presentation tools and literate in Excel or other data management tools
- Team player and very hands on
- Data driven and strong problem solving skills
- Meticulous eye for detail
- Capable of quickly aligning to the standards and culture of the company
- Bachelor degree/Master’s degree
- Previous experience with customer service, call center or support ticketing platforms
- COPC, Transaction monitoring, Six Sigma bac
Job Specification
Job Rewards and Benefits
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