DiDi Bogota, D.C., Capital District, Colombia Join or sign in to find your next job Join to apply for the CX Quality Assurance Sr. Analyst role at DiDi DiDi Bogota, D.C., Capital District, Colombia 1 day ago Be among the first 25 applicants Join to apply for the CX Quality Assurance Sr. Analyst role at DiDi Get AI-powered advice on this job and more exclusive features. About The Company 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. About The Company 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. For more information, please visit: www.didiglobal.com/news About The Team/role 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. In this role, you'll be... Monitoring our BPO operations to ensure we are providing world-class customer service, conforming to company guidelines. Serving as a quality advisor and initiating process, technology, and people-oriented changes using methods that ensure efficient and consistent performance. Coordinating 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. We're eager to be in touch because you have... 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 You'll love working at DiDi because... We create user 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. 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. Growth We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. Diversity and Inclusion Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all. We are committed to building inclusive and diverse teams At DiDi, we believe that our differences are our biggest source of strength. That’s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer. Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate. We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Quality Assurance Industries Software Development Referrals increase your chances of interviewing at DiDi by 2x Get notified about new Senior Quality Assurance Analyst jobs in Bogota, D.C., Capital District, Colombia . 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