CX Quality Assurance Senior Analyst

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    "url": "https://careers-didiglobal.icims.com/jobs/19737/cx-quality-assurance-senior-analyst/job",
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    "datePosted": "2026-06-22T04:00:00.000Z",
    "description": "<h2>Company Overview</h2>\n<p>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.</p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>For more information, please visit: www.didiglobal.com/news</p>#LI-Hybrid\n<h2>Team Overview</h2>\n<p>As a CX Quality Senior Analyst at DiDi, you will ensure consistently excellent customer and driver experiences by designing and operating scalable quality assurance frameworks across millions of daily interactions; your work will directly reduce incident rates, increase issue resolution efficiency, and lift Net Promoter Score (NPS) and driver satisfaction metrics. You will join the CX Quality & Insights team, delivering actionable insights, targeted quality interventions, and automation-ready evaluation processes that enable faster remediation, lower complaint volumes, and improved operational trust across regional ride-hailing and delivery networks.</p>\n<h2>Role Responsibilities</h2>\n<ul> \n <li>Develop and implement robust quality evaluation frameworks for customer and driver interactions across phone, in-app chat, and case management systems, increasing evaluation coverage to at least 80% of critical incident types within 6 months.</li> \n <li>Design and analyze end-to-end quality metrics and dashboards (NPS, CSAT, FCR, escalation rates) to identify top drivers of dissatisfaction and present monthly recommendations that target a 10–20% improvement in prioritized KPIs.</li> \n <li>Lead root-cause investigations on high-severity complaint clusters using statistical sampling and qualitative review, producing remediation plans that reduce repeat incidents by measurable percentages.</li> \n <li>Create and maintain scalable sampling and scoring methodologies, and train internal reviewers and AI models to achieve inter-rater reliability (Cohen’s kappa) targets above 0.7.</li> \n <li>Collaborate with Operations, Product, and Trust & Safety teams to translate quality findings into process changes and product fixes, driving measurable reductions in case handling time and escalations.</li> \n <li>Manage quality program pilots and A/B tests for new workflows or automations, documenting impact on user satisfaction and operational cost per case to inform rollout decisions.</li> \n <li>Automate routine quality reports and build self-serve tooling to enable regional teams to monitor performance, reducing manual reporting time by at least 50%.</li> \n <li>Monitor our BPO operations to ensure we are providing a world-class customer service, conforming to company guidelines.</li> \n <li>Provide training and coaching to quality monitors to help them improve their skills based on data.</li> \n <li>Own your work while being able to adapt to strict deadlines.</li> \n</ul>\n<h2>Role Qualifications</h2>\n<ul> \n <li>Bachelor's degree in Business, Statistics, Industrial Engineering, or a related field preferred but not mandatory; equivalent practical experience in CX quality or analytics at scale is acceptable.</li> \n <li>Demonstrated experience (3+ years) in customer experience quality assurance, analytics, or operations in a high-volume technology or mobility platform, with direct ownership of quality programs.</li> \n <li>Strong analytical skills with proficiency in SQL and Excel, and experience with BI tools (e.g., Tableau, Looker) to build dashboards and run cohort analyses in a fast-moving environment.</li> \n <li>Familiarity with contact center systems, case management platforms, and conversational data analysis, including basic knowledge of call/chat transcription review and scoring techniques.</li> \n <li>Proven ability to run root-cause analysis and design experiments or pilots, with a track record of delivering measurable improvements to CSAT, NPS, or process efficiency.</li> \n <li>Clear communicator who can synthesize complex data into concise recommendations and collaborate cross-functionally with product, operations, and engineering teams.</li> \n <li>Detail-oriented, metrics-driven mindset with a bias for action, comfort operating in ambiguous situations, and commitment to user safety and service reliability at DiDi’s large operational scale.</li> \n</ul>\n<h2>EEO Statement</h2>\n<p> </p>\n<ul>\n <li>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. </li>\n <li>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. </li>\n <li>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. </li>\n <li>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. </li>\n <li>We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow. </li>\n <li>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.</li>\n</ul>\n<p><strong>We are committed to building inclusive and diverse teams.</strong></p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p> </p>\n<p><em><strong>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</strong></em></p>\n<p> </p>",
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