QA Experience: Demonstrated experience in a Quality Assurance role within a customer service or contact center environment, including interaction evaluations, calibrations, and quality gap analysis.

Analytical Foundation: Comfortable working with structured data, with strong proficiency in Excel and experience analyzing quality KPIs, trends, and performance metrics. Experience with dashboards and BI tools (e.g., Power BI) is highly valued.

Communication: Excellent written communication skills, with the ability to deliver clear, actionable, and well-structured quality feedback to multiple stakeholders.

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

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.

Nice to have

• Ability to navigate, interpret, and leverage dashboards and reports (e.g., Power BI) to extract insights and support decision-making
• Familiarity with ticketing systems or CRM platforms such as Zendesk or Salesforce
• Knowledge of quality frameworks, calibration models, or continuous improvement methodologies (Lean, Six Sigma, etc.)
• Why join this team?
• This is a hands-on, impact-driven role for someone ready to deepen their Quality Assurance expertise. As a QA Team Specialist, you will work closely with quality data, dashboards, and operational teams to identify trends, surface insights, and support continuous improvement initiatives. Your work will directly influence quality standards, monitor performance, and customer experience at scale, while giving you exposure to cross-functional collaboration and opportunities to grow within a mature QA structure.
• 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