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

QA & Leadership Experience: Proven experience in a Quality Assurance role within a customer service or contact center environment, with demonstrated experience leading, mentoring, or coaching teams.

People & Performance Management: Ability to set clear expectations, provide structured feedback, and manage performance using data and quality metrics.

Analytical & Operational Skills: Comfortable working with quality KPIs, dashboards, and structured data to guide team priorities and decisions.

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

The "QA Mindset": You apply sound business judgment, ownership, and accountability, ensuring issues are addressed through people, process, and follow-up.

Nice to have

• Experience leading QA teams in scaled or multi-channel operations
• Familiarity with CRM or ticketing platforms such as Zendesk or Salesforce
• Exposure to continuous improvement methodologies (Lean, Six Sigma, etc.)
• Experience partnering with Operations, Training, or Workforce teams
• Why join this team?This is an opportunity to lead a high-impact QA function where quality directly influences customer experience and operational performance. As a QA Team Lead, you will shape how quality is executed at scale, develop team capability, and ensure insights result in real improvements. You’ll work within a collaborative, data-driven QA structure that values clarity, ownership, and continuous improvement.
• 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