Quality Assurance Senior Analyst
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
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.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.Activities
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.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.Activities
- 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.
- 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
Job Specification
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