* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Outros
Nível: Senior
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi Confidencial (Apenas para Cadastrados) Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
As a Quality Specialist, you will lead quality projects which will directly affect our customer experience as well as the business's efficiency. You will be a key player in modernizing our QA ecosystem by integrating AI-driven insights and advanced data extraction.
Strategic Contributions:
- Tracking customer feedback to identify successes, gaps, and non-conformity issues through robust processes and AI-powered sentiment analysis.
- Focusing on the entire customer journey to suggest process improvement and issue resolution.
- Working collaboratively with our BPOs on performance improvement, reporting, and data-driven implementation of change.
Role Responsibilities:
- Monitoring and evaluating customer interactions, leveraging AI tools to scale coverage and identify patterns across various support channels.
- Writing and optimizing SQL scripts to manage BigQuery databases and automate performance insights.
- Owning and evolving scalable quality frameworks, including AI-assisted scorecards and feedback loops.
- Analyzing data and QA results to identify trends, process gaps, and areas for improvement.
- Leading calibration sessions, dispute reviews, and QA alignment activities to ensure consistency and fairness.
- Partnering cross-functionally with Product and Ops teams to implement AI-driven continuous improvement initiatives.
- Providing training and coaching to quality monitors to continuously improve evaluation quality.
- Driving a culture of accountability, operational excellence, and customer-centric thinking.
Basic Qualifications:
Bachelor’s degree in Business, Engineering or Data Analytics.
3+ years in CX Quality Assurance or Contact Center ops.
Fluent English & Spanish.
Advanced SQL: Must write complex queries to extract and analyze large CX datasets independently (BigQuery/Data Warehouse).
AI-Ready: Familiarity with Artificial Intelligence tools to automate and scale quality monitoring.
Proactive self-starter with a deep-dive analytical mindset and advanced Excel.
Preferred Qualifications:
Background in QA frameworks (COPC/TQM) and Continuous Improvement (Lean/Six Sigma).
AI/ML Exposure: Experience or interest in LLMs, Prompt Engineering, and automated text/speech analytics.
Proficiency in BI dashboards and statistical sampling for data validation.
- We create customer 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.
- We believe in 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.
- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.