Quality Assurance Monitor

Company Overview:

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

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 DiDi Global 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.

#LI-Hybrid

Team Overview:

About the Job

About the Job We are looking for a Quality Assurance Monitor to join our team! In this role, you will be a key guardian of our customer experience, responsible for ensuring our quality standards and customer satisfaction. You will execute the operational side of quality by reviewing customer interactions and identifying opportunities for business efficiency, generating a direct impact for thousands of people.

If you have a sharp eye for detail, a passion for excellence, and want to start your career in an environment that values data-driven insights, this is the place for you.

Role Responsibilities:

- Evaluate Excellence: Monitor and review customer interactions across written channels, live chat, and phone calls to ensure they meet our world-class service standards.

- Audit with Precision: Use standardized checklists to verify that all procedures were followed correctly, assigning points and docking for failures where necessary.

- Provide Meaningful Feedback: Add clear, constructive comments to your reviews to help agents understand their performance and areas for growth.

- Ensure Alignment: Participate in weekly calibration sessions with Team Leads and peers to ensure your evaluations remain consistent and fair.

- Identify Trends: Actively look for patterns or recurring errors during your reviews to help the team identify gaps in processes or training.

- Collaborate: Work closely within your team and report directly to your Team Lead/Supervisor to meet daily productivity and quality targets.

Role Qualifications:

- Education: Completed or ongoing Bachelor’s degree or technical degree.

- Language: Fluent in Portuguese (written and spoken); Spanish or English is a plus.

- The "QA Mindset": You possess strong business judgment and an inquisitive nature. You don't just see a mistake; you want to understand what caused it.

- Analytical Foundation: You are comfortable working with structured data and have a basic proficiency in Excel.

- Communication: Excellent written communication skills, you can articulate complex feedback in a way that is easy to understand.

- Adaptability: You thrive in a fast-paced environment and can quickly adapt to company standards and culture.

- Previous experience in a customer service or contact center environment.

- Familiarity with ticketing systems or CRM platforms like Zendesk or Salesforce.

- Basic knowledge of continuous improvement or QA frameworks (Lean, Six Sigma, etc.).

EEO Statement:

- 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.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms