BPO Traning & Quality Analyst at DiDi Global

Monterrey, Nuevo León, Mexico -

Full Time

Start Date

Immediate

Expiry Date

06 Feb, 26

Salary

0.0

Posted On

08 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, SQL, Data Analysis, Performance Management, Training, Collaboration, Problem Solving, Communication, Interpersonal Skills, Analytical Skills, Leadership, BPO Management, Contact Center Software, Six Sigma, COPC Certification

Industry

Software Development

Description

Company Overview 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. 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. For more information, please visit: www.didiglobal.com/news #LI-Hybrid Team Overview Conduct thorough quality assurance analysis to ensure the accuracy and effectiveness of contact center processes, identifying areas for improvement and implementing corrective actions. Utilize advanced SQL skills to extract, analyze, and interpret data from various databases, generating insightful reports to drive data-informed decisions. Monitor and evaluate contact center performance metrics, providing actionable feedback and recommendations to enhance overall efficiency and customer satisfaction. Collaborate with cross-functional teams to develop and implement performance management strategies, ensuring alignment with organizational goals and continuous improvement of contact center operations. Role Responsibilities Conduct detailed quality assurance reviews of contact center interactions to ensure compliance with company standards and regulatory requirements. Develop and maintain SQL queries to extract, manipulate, and analyze large data sets from various databases. Generate comprehensive reports on contact center performance metrics, identifying trends and areas for improvement. Provide actionable insights and recommendations based on data analysis to optimize contact center operations. Collaborate with team leads and managers to develop performance improvement plans for underperforming agents. Monitor real-time performance metrics and provide immediate feedback to the BPO Lead calibration sessions with the quality assurance team to ensure consistency in evaluation standards. Design and implement training programs based on quality assurance findings to enhance agent performance. Work closely with IT and data teams to ensure data integrity and the seamless integration of new tools and technologies. Stay updated with industry best practices and emerging trends in contact center management and quality assurance. Role Qualifications Bachelor's degree in business management, engineering, or a related field. 3-5 years of experience in BPO management, demonstrating a proven track record of performance improvement. Advanced level of English, both written and spoken, to communicate effectively with diverse teams and stakeholders. Strong proficiency in SQL for data extraction, analysis, and reporting. In-depth knowledge of quality assurance methodologies and best practices in a BPO environment. Six Sigma and/or COPC certification [desired] Excellent analytical skills with the ability to interpret complex data and make data-driven decisions. Experience with contact center software and performance management tools. Strong problem-solving skills and the ability to develop effective solutions to operational challenges. Exceptional communication and interpersonal skills to effectively collaborate with team members and other departments. Ability to manage multiple tasks and projects simultaneously, with strong organizational and time management skills. Demonstrated leadership abilities with experience in training, mentoring, and developing contact center staff. 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. We are committed to building inclusive and diverse teams. 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. 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. 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. 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

Responsibilities

Conduct quality assurance analysis of contact center processes and provide actionable feedback to enhance efficiency and customer satisfaction. Collaborate with cross-functional teams to develop performance management strategies and implement training programs based on quality assurance findings.